Customer Support Agent addressing customer inquiries and ensuring satisfaction at OLX in Bucharest. Responsible for resolving issues and building lasting relationships with customers.
About the role
- Customer Support Advisor assisting patients in healthcare service transformation with Expert Heath Ltd over phone and secure messaging. Engaging with patients to resolve inquiries within a hybrid work schedule.
Responsibilities
- Deliver a discreet, responsive, and efficient service to patients.
- Prioritize patient safety and uphold the highest standards of care.
- Collaborate as part of a fast-paced, high-energy team.
- Manage high volumes of patient inquiries with accuracy and empathy.
- Confidently engage with patients over the phone, focusing on first-contact resolution.
- Use the secure internal messaging system as the primary communication tool for patient responses.
- Operate the bespoke Online Doctor OPMS system to accurately flag calls and messages, ensuring precise data collection.
- Allocate lab test results to patients and assist them in arranging relevant treatments as needed.
- Coordinate with pharmacies, labs, and GP surgeries to support patient care.
- Report and address any operational or service-related issues impacting patient satisfaction.
- Investigate and resolve complaints received via multiple channels, including secure messaging.
- Oversee patient identity verification checks through an external partner.
- Follow policies and procedures related to NHS partnerships.
- Serve as the 'voice of the customer' in business projects and expansion initiatives.
- Work cross-functionally with various departments to represent Online Doctor.
- Triage calls to other business areas as appropriate.
Requirements
- Experienced in customer service with at least 2 years in a call centre or customer facing role.
- Confident communicator who thrives on resolving patient queries over the phone and via secure messaging.
- Empathetic and energetic personality with a strong commitment to delivering first-contact resolution.
- Organised and self-motivated, able to manage high volumes of patient interactions with precision and care.
- Tech-savvy with solid skills in Outlook, Excel, Word, MS Teams, and CRM systems.
- Healthcare-aware — prior experience in a medical or digital health setting is a plus.
- Detail-oriented problem solver who can investigate complaints and support operational improvements.
- Team player ready to collaborate across departments and represent the voice of the patient in business initiatives.
Benefits
- Occupational sick pay
- Enhanced maternity and paternity pay
- Contributory pension
- Employee discount site
- Employee assistance programme
- In-house mental health support
- Health and wellbeing initiatives
- Social events throughout the year
- Cycle to work scheme
- Green car scheme*(subject to minimum earnings)
- Registration fees paid (GPhC, NMC, CIPD etc)
- Long service bonus
- Hybrid working
- Commitment to CPD/training
- 25 days annual leave
- 25% Discount & health & beauty purchases
- 25% Discount on Pharmacy2U Private Online Doctor Services
Job title
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