Dermatica Customer Care Advisor - Remote (UK)

The Dermatica Global Customer Care team is looking for an enthusiastic, thoughtful, and highly motivated individual who is passionate about creating an innovative customer experience and building strong relationships with our patients. The position plays a crucial part in the overall online patient experience the company offers.

In this role, with great opportunities for progression, you will be the first point of contact for our patients and engage with them on phone, email, social media, and chat. Our advisors answer a variety of questions from billing & subscriptions queries, treatment support, online account issues to questions surrounding our products and company. Our customer care advisors are strong representations of the Dermatica mission, values, and voice.

You will work alongside the Responsible Pharmacist & Clinicians to ensure exceptional clinical care is consistently delivered and patient safety is never compromised.

This is primarily a remote-based position, however, there will be opportunities to visit our office based in London for team gatherings and workshops.

This is a permanent role (37.5 hours per week) with weekend work on a rota basis. Eg. 1 weekend every 2/3 weeks.

Responsibilities

Your main responsibilities will include, but are not limited to:

• Be the first point of contact for patients via email, phone, social media & chat
• Ensure patients are referred correctly to clinicians when required
• Capture and share patient feedback to relevant channels
• Manage complaints in line with our internal and external regulatory obligations
• Working closely with Clinical, Product and Tech teams to provide best solution available for patients
• Deliver performance against agreed Quality Criteria
• Escalate customer queries appropriately, based on severity, risk and sensitivity
• Attend product training classes and seminars

Requirements

• Minimum 1-year customer service experience in an online environment
• Available to work weekends
• Excellent communications skills both written and verbal
• Ability to communicate correctly and clearly with all customers
• Can work under pressure in a fast-paced environment
• Good comprehension skills – ability to clearly understand and state the issues customers present
• Ability to concentrate – follow customers issues without distraction to resolution
• Good composition skills – ability to compose a grammatically correct, concise, and accurate written response
• Work successfully in a team environment as well as independently
• Be versatile. A big part of our team is the willingness to help one another even though it may fall outside of the job description

Desired but not essential:

• Experience in using Zendesk
• Knowledge of skincare/beauty industry and/or products

Benefits

• 30 days holiday (including bank holidays)
• Health insurance
• Pension scheme
• Generous Equity Options package
• 50% Gym discount
• Fruit and snacks in the office
• Monthly social (activities & drinks)
• An awesome team of bright and motivated people to work with!

Pay:

• £23.5k - £26k per annum