Customer Care Advisor – German Speaking

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HeliosX Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

Healthcare • Consulting • Food & Beverage

HeliosX Group is an innovative company operating in the field of skin care and dermatology services. Through its platform Dermatica, HeliosX provides personalized skincare treatments to address various skin concerns such as acne, pigmentation, aging, and rosacea. The company uses evidence-based formulations and offers a comprehensive online consultation service, delivering bespoke products directly to customers' homes. With a strong focus on science-backed healthcare, HeliosX Group aims to make effective and affordable skincare accessible to a wider audience.

📋 Description

• Ability to have a performance efficiency on the agreed number of tickets, phones calls and live chats/messaging with high attention to detail • Obtain agreed level of customer satisfaction (CSAT) on interactions over email, phones and live chats/messaging • Have a high level of adherence with the schedules and rota according to agreed targets • Assist Customers via emails, phones, live chats/messaging and social media platforms • Collaborative work with other departments such as clinical, socials and pharmacy dispensing teams • Collecting customer feedback to share with senior agents and team leads • Ensure patient requests are handled in a timely manner • Support with new hire training when needed • Ability to solve problems and communicate with other team members and management in order to find the root cause of customer issues • Ability to work off templates when needed and make suggestions/decisions in line with senior agents and the team lead

🎯 Requirements

• German native speaker with high proficiency in English • Minimum of 2-years experience in an online customer service environment • Experience handling multi-channel contact support (Email, Chat, Phone) • Experience using cloud-based platforms Eg. Zendesk • Computer literacy • Pharmacy/skincare knowledge or experience is desirable

🏖️ Benefits

• 25 days holiday plus UK Bank Holidays (excluding two per year) • Private health insurance, along with extra dental and eye care cover • Pension scheme • Enhanced parental leave • Cycle-to-work Scheme • Electric Car Scheme • Free Dermatica and MedExpress products every month, as well as family discounts • Home office allowance • Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription)