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SalaryWe are HeliosX. A group of health tech companies on an ambitious mission to change the way healthcare is delivered. We believe everyone should have access to high-quality, affordable healthcare to help them live healthier, longer, and happier lives. HeliosX's vertically integrated clinical and pharmacy platform powers a personalised, end-to-end healthcare experience.
Established in 2013, our health tech brands, including Dermatica, RocketRx, MedExpress, ZipHealth, and Levity have delivered over 2.2MM digital healthcare visits in 9 countries across the UK, US and EU. To learn more about our brand and offerings, visit heliosx.com.
Role Name: Customer Care Advisor
Department: CS
Brand: DigitalRx
Reports to: Customer Care Team Leader
Direct reports: None
Outline of Job Role
The Customer Care Advisor is responsible for communicating with our patients either over the phone, live chats/messaging on email and over social media. You work alongside the Responsible Pharmacist / Clinicians to ensure exceptional clinical care and Customer Care is consistently delivered and patient safety is never compromised. The Customer Care Advisor will consistently deliver prompt service, have problem resolution skills and excellent attention to detail.
Responsibilities
- 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
Qualifications and technical skills
- Minimum of 1 year experience in a customer service or call center 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.
Nice to have
- Pharmacy experience (online or retail)
- Customer service experience in a medical / healthcare setting
Why work with us?
HeliosX is headquartered in London, with offices in Florida. We are a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and Customer Care specialists committed to our goal of improving the quality, accessibility, and affordability of healthcare for all. Aside from working with our all-star team, here are a few other reasons you should consider applying to join HeliosX:
- Competitive pay and generous equity allocations with significant upside potential
- UK employees get 25 days' annual leave plus UK public holidays
- Health insurance, along with extra dental and eye care cover
- Enhanced parental leave
- Cycle to work scheme and discounted gym memberships
- Individual learning and development budget and home office allowance
- Free Kindle, with Audible and Headspace subscriptions
- Free HeliosX products, as well as family discounts
