Customer Support Advisor - London, United Kingdom - ZAVA

ZAVA

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About ZAVA:

We're on a mission to provide our patients with healthcare that is accessible and dependable, at a fraction of today's cost.

By creating a safe, efficient and convenient approach to healthcare we've already provided over 7 million consultations across the UK, Germany, France, and Ireland.

Our team of Doctors, Engineers, Customer Support Advisors, Marketers, Product Managers, UX Designers, Pharmacists, Commercial & Operations Specialists all work collaboratively to build a digital healthcare platform that enables our patients to find the right healthcare quickly, effectively, and discreetly so they can do more of what matters to them.

At the end of 2020, we secured a second round of investment and completed two exciting acquisitions in Germany. We're a scaleup company with ambitious growth plans.
We're here because we care about healthcare and we plan to be Europe's biggest digital healthcare provider by 2025.

About the role:

What can you expect from working with us? / What's in it for you?
-
Providing Customer Support to our patients:Taking calls from customers with personal health care problems, responding to messages and telephone enquiries about our services or orders they have placed. Contribute to consistently achieving above 95% service level.
-
Complaint management: Ensure complaints/incidents are recorded in the appropriate manner and escalated accordingly.
-
Diary management: Book appointments for customers to attend travel clinics run by our partners.
-
Stakeholder management:Help facilitate communication between ZAVA, its patients and pharmacies. Provide assistance and support to the ZAVA team of doctors as well as the Pharmacy team.
-
Working as part of a close-knit team:Work with other parts of the teams on Customer Support requirements to ensure our customers are supported effectively, by helping CSA's across the other teams as well as their own.
-
Personal and team development: Maintain a continual review of personal performance, seeking to improve effectiveness both individually, as a member of the Customer Support team and as a member of the wider ZAVA team.

Day-to-day the work will encompass:

-
Supporting key aspects of our business - you will also be responsible for supporting ZAVA's doctor and pharmacy teams whilst helping facilitate communication between these teams and their patients
-
Administration - You will be required to book appointments for customers to attend travel clinics run by our partners, ensure complaints/incidents are recorded in the appropriate manner and escalated accordingly. You will also arrange for patient prescriptions to be shared with their pharmacy to ensure the patient receives their medication in the quickest possible way.

Technical Skills and Experience:

Experience in a customer facing position
Good decision making skills, remaining calm under pressure
Proven IT skills
Attention to detail and strong organisational skills
Knowledge on how the healthcare system in France works preferably due to having lived there
Fluent in French and English

Personal Qualities:

Can work as part of a team
Ability to adhere to regulations/policies
Ability to follow tasks through to completion
Desire to want to help patients caring and empathetic**:
Strong initiative

-
Humble; you listen and take on feedback, you are kind and caring to those around you.
-
Inquisitive; you question the status quo, dare to do things differently and explore the possibilities.
-
Resilient; you embrace change and face into challenges.
-
Macher; you are innovative and rise above the rest to use your initiative to improve, develop and deliver.
-
Collaborative; you actively share ideas, work together to drive goals as a team.

Added bonus if you have experience in:

Previous experience in a customer support role, medical or pharmacy setting
Product and service knowledge in healthcare
Customer Support experience over the phone

Line Manager:
FR Online Doctor Team Manager

Introductory call with Talent Team (15 mins)
1st Interview (60mins) consisting of:
30 min panel interview in English
15 min written task in French
15 min interview in French
2nd Interview (15 mins) in English

Benefits from the day you join:

25 days holiday + bank holidays + Birthday day off
Healthcare cash back plan through SimplyHealth, as well as advice, counselling and corporate discounts
20% off all ZAVA product & services for you and your friends/family
Remote flexible working
Macbook Pro
Modern office with breakfast, hot drinks, bike storage and shower facilities
Dog friendly office
Additional benefits following probation period:
£500 training budget per year (after 3 months)

- Company sabbatical after 2 years