Customer Support Advisor handling customer inquiries across channels and guiding them through the eCommerce platform. A key role in customer relationship management at TVH, based in Estonia.
About the role
- Customer Support Advisor ensuring excellence in patient service for a leading online pharmacy. Handling inquiries, collaborating with teams, and upholding care standards in a hybrid role.
Responsibilities
- Deliver a discreet, responsive, and efficient service to patients.
- Prioritise 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.
- Attend training and events where appropriate.
Requirements
- Proven experience in a call centre and/or customer service role.
- Experience handling customer complaints effectively.
- Energetic and empathetic communicator.
- Strong customer service skills with a commitment to first-contact resolution.
- Excellent written and verbal communication skills.
- Proficiency in applications such as Outlook, Excel, Word, and MS Teams.
- Highly organised and self-motivated.
- Prior experience using CRM systems.
Benefits
- Competitive contributory pension
- Occupational sick pay
- Long-service awards and refer-a-friend bonuses
- Professional registration fees covered (GPhC, NMC, CIPD and more)
- Cycle to Work and Green Car schemes (subject to eligibility)
- Enhanced maternity and paternity pay
- Flexible hybrid working to help balance work and home life
- Private healthcare insurance at discounted rates (Aviva)
- Employee Assistance Programme and in-house mental health support
- Access to discounted gym memberships via Blue Light Card and benefits schemes
- Regular health and wellbeing initiatives
- Strong commitment to CPD, training and professional development
- 25 days’ annual leave, increasing with service
- Buy and sell holiday scheme
- Blue Light Card and employee discount platform
- Exclusive discounts at The Springs, Leeds
- 25% off health & beauty purchases
- 25% off Pharmacy2U Private Online Doctor services
- Regular social events throughout the year
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