Customer Experience Lead

4 weeks ago

London, Greater London, United Kingdom Abbott Full time

Job Title: Senior Customer Experience Advisor

About Lingo:

Lingo is a cutting-edge biosensing technology that empowers users to make informed decisions about their health and well-being. By tracking key biomarkers, such as glucose, ketones, and lactate, Lingo provides a window into the body, enabling individuals to take control of their health.

The Opportunity:

As a Senior Customer Experience Advisor, you will play a pivotal role in shaping the future of healthcare. Working on Lingo, you will contribute to the development of a next-generation technology that enables personalized healthcare. Join a dynamic team that embodies a start-up culture and mindset, backed by the expertise of Abbott, a renowned healthcare innovator.

Key Responsibilities:

  • Provide exceptional customer service via multiple channels, including chat, social messaging, phone, and email.
  • As part of the escalation team, handle complex and niche tickets to ensure customer satisfaction.
  • Support VIP customers throughout their journey, addressing their needs and concerns.
  • Handle technical escalations and advanced enquiries, demonstrating technical expertise and product knowledge.
  • Contribute to the maintenance of the Help Centre by managing internal and customer-facing FAQs.
  • Collaborate with stakeholders to resolve urgent issues efficiently.
  • Provide feedback and training to the tier 1 team on quality issues and new processes.
  • Identify opportunities for continuous improvement and share innovative ideas.

Requirements:

  • Prior experience in a senior customer support or team leader role.
  • An attitude to adapt to a new start-up environment.
  • The ability to quickly learn new skills and technologies.
  • An aptitude for thriving in a fast-paced and dynamic environment.
  • Advanced technical understanding of iOS and Android operating systems, Bluetooth connected devices.
  • A genuine passion for putting the customer first.
  • Flexibility in working hours, with a willingness to adapt to customer preferences.
  • Zendesk or Salesforce experience is beneficial.
  • Experience in mapping new process solutions and supporting training is advantageous.

About Abbott:

Abbott is a global healthcare leader that combines the strengths of a large, established company with the agility and innovation of a start-up. As a Senior Customer Experience Advisor, you will be part of a team that is shaping the future of healthcare, while enjoying the benefits of a corporate brand.

What We Offer:

A unique opportunity to work on a cutting-edge technology, with a start-up mindset and culture, backed by the expertise of Abbott. We offer a competitive salary, private healthcare, life assurance, and a flexible benefits scheme, as well as excellent development opportunities.

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