Customer Care Advisor, HeliosX

• We are looking for organised and friendly people to join our Customer Care team
• Minimum of 1 year experience in a customer service or call centre role
• Experience handling multi channel contact support (Email, Chat, Phone)
• Experience using cloud-based platforms Eg. Zendesk
• Ability to multitask and prioritise responsibilities in a fast-paced environment

Desirable

• Our Customer Care Advisors are responsible for communicating with our patients either over the phone, live chats/messaging, on email, and over social media
• You will work alongside our Responsible Pharmacists & Clinicians to ensure exceptional clinical care and customer care is consistently delivered, and that patient safety is never compromised
• We expect our Customer Care Advisor to consistently deliver prompt service, resolve problems efficiently and demonstrate excellent attention to detail
• Excellent patient care and customer service are incredibly important to us; this is an opportunity to have a role with huge potential for impact
• Serve as the primary point of contact for new and existing customers
• Assist customers via emails, phones, and live chats/messaging
• Collaborative work with other departments such as clinical and pharmacy team
• Ensure patient requests are handled in a timely manner
• Collecting customer feedback to share with senior agents and team leads
• Support with new hire training when needed
• This role will be supporting a new market, and as such will be involved in supporting UK patients until demand in Germany requires their full attention
• Basic/Introductory training will be within the UK-Market with bespoke sessions taking place to understand the differences in serving a German marke
• Shifts & Hours: This is a full time, fully remote role. Our operating hours are Monday-Sunday 0800-2200 with shifts starting at 0800/0900/1000/1200/1400. Shifts are scheduled on a rotation basis, providing coverage for the DE Market across these shifts. The shifts are 8 hours long with a 30-minute unpaid meal break therein