Customer Care Advisor - German Speaking

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Join to apply for the Customer Care Advisor – German Speaking role at HeliosX Group

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Ready to revolutionize healthcare, making it faster and more accessible than ever before?

How We Started

Back in 2013, our founder Dwayne D’Souza saw an opportunity to give people faster and more convenient access to medications using technology. We\’ve grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth.

Where We Are Now

We’ve earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (300% year-on-year growth). We\’re looking to do the same in 2025; move into new territories, and further accelerate our growth journey. There’s never been a more exciting time to join HeliosX.

Where We’re Going

Over the next five years, you’ll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You’ll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.

Come be a part of making our dream of easier and faster healthcare a reality!

About The Role

We are looking for organised and friendly people to join our Customer Care team. Our Customer Care Advisors are responsible for communicating with our patients either over the phone, live chats/messaging, on email, and over social media. You will work alongside our Responsible Pharmacists & Clinicians to ensure exceptional clinical care and customer care is consistently delivered, and that patient safety is never compromised. We expect our Customer Care Advisor to consistently deliver prompt service, resolve problems efficiently and demonstrate excellent attention to detail.

Excellent patient care and customer service are incredibly important to us; this is an opportunity to have a role with huge potential for impact.

What You’ll Be Doing

• Serve as the primary point of contact for new and existing customers
• Assist customers via emails, phones, and live chats/messaging
• Collaborative work with other departments such as clinical and pharmacy team
• Ensure patient requests are handled in a timely manner
• Collecting customer feedback to share with senior agents and team leads
• Support with new hire training when needed

Market Support

• This role will be supporting a new market, and as such will be involved in supporting UK patients until demand in Germany requires their full attention
• Basic/Introductory training will be within the UK-Market with bespoke sessions taking place to understand the differences in serving a German marke

Shifts & Hours: This is a full time, fully remote role. Our operating hours are Monday-Sunday 0800-2200 with shifts starting at 0800/0900/1000/1200/1400. Shifts are scheduled on a rotation basis, providing coverage for the DE Market across these shifts. The shifts are 8 hours long with a 30-minute unpaid meal break therein

What You’ll Bring To The Role

• Minimum of 1 year experience in a customer service or call centre role
• Experience handling multi channel contact support (Email, Chat, Phone)
• Experience using cloud-based platforms Eg. Zendesk
• Ability to multitask and prioritise responsibilities in a fast-paced environment.

Nice To Have

• Pharmacy experience (online or retail)
• Customer service experience in a medical / healthcare setting

Why work with us?

At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission – but we need more talented folks to join us, if we want to achieve our global ambitions!

Aside from working with our all-star team, here are the other benefits of coming on board:

• Generous equity allocations with significant upside potential
• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Pension scheme
• Enhanced parental leave
• Cycle-to-work Scheme
• Electric Car Scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside a free Kindle and audible subscription)

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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