Customer Service Associate

3 weeks ago

London, United Kingdom Liva Healthcare Full time

Job Title**:Customer Service Associate**:

- Department**:Service Delivery**:

- Reports to**:Head Service Delivery**:

- Working pattern**:Part-time, 25 hours worked over 5 days per week**:

- Contract type**:Permanent, flexible, hybrid remote**:

- Salary**:£13,950-£15,950 pa, experience-dependent**

**The Role**

The Customer Service Associate role is focused to help us manage communications and deliver great service to our members, whether that’s supporting them with a referral into one of our programmes, to reporting technical queries to our development teams.

The role will keep you on your toes, communicating with people from a wide range of backgrounds and health motivations. You'll get to know our programmes and the Liva app in a lot of detail and you'll gain great insights into our members.

**Key Responsibilities**
- Deliver consistently outstanding levels of support, ensuring excellent customer satisfaction rates
- Escalate technical issues to the tech team by creating bugs on Jira, monitoring the progress of bug reports, and providing updates to members/staff/coaches.
- Identify common problems and escalate them to management, proactively driving solution-finding and/or technical improvements
- Work with our compliance team to improve the complaints handling and monitoring process
- Monitor and respond to customers' feedback via our social media channels, Trustpilot and survey responses
- Contribute to the internal voice of the member initiatives, representing customer opinion in all areas of the business
- Support us to translate our current processes to become more efficient through the use of CRM and other software tools to effectively manage your workload, tracking feedback and resolutions, logging technical issues, support-related KPIs, response times, satisfaction ratings
- Contribute to the maintenance and ongoing development of our internal knowledge base for support queries, and take a proactive approach by creating articles/content that will allow customers to solve issues themselves
- The role requires a high degree of flexibility and adaptability in order to respond to changing needs and effectively address issues, being comfortable with a quick growth/fast-paced environment.

**Skills & Experience**
- 1-2 years of experience in a customer-facing role, help desk or call centre in a quick growth/startup environment, with prior healthcare experience desirable
- Ability to use CRM tools and systems, with working knowledge of Jira Service Management, G Suite software and Microsoft Office desirable
- Excellent interpersonal and active listening skills as well as clear communication with customers
- Ability to establish and maintain positive relationships with customers
- Motivated and energetic work ethic, with a strong capability to thrive under pressure
- Critical thinking and problem-solving skills
- Excellent organisation, prioritisation, and multi-tasking skills with strong attention to detail
- Quick learner and ability to adapt quickly
- Able to work both within a team and independently
- Empathy and compassion
- Fluent English speaker, additional languages a bonus

**The perks of being part of the team**
- 25 days holiday a year, plus bank holidays
- Enhanced Parental Leave
- Sick Leave & Personal Days
- Company pension

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