At a Glance
- Tasks: Engage with customers to enhance satisfaction and loyalty while resolving their concerns.
- Company: Join Pocketpills, a fast-growing health tech company revolutionising pharmacy experiences.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic team environment focused on innovation and customer care.
- Why this job: Make a meaningful impact in healthcare by supporting customer journeys and improving their experiences.
- Qualifications: 4+ years in customer service or related fields with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Pocketpills is Canada’s online pharmacy. We are revolutionizing the pharmacy experience by combining personalized care with innovative proprietary technology. We are a team of healthcare professionals, technologists, and customer service working to provide personalized care, support, and timely medications for our members. Through our easy-to-use app and website, members can fill prescriptions, order refills, and consult with certified health care professionals—wherever and whenever they need. With a presence across multiple provinces in Canada, we are committed to making medication more accessible and affordable for all Canadians. Pocketpills is one of Canada’s fastest-growing health tech companies.
At Pocketpills, we prioritize a member-focused approach and seek passionate individuals who resonate with our core values: People First, Celebrate the Why!, Be Accountable, Act with Honesty and Integrity, and Think Big, Start Small, Move Fast. Join us in making a meaningful impact in health-tech!
About the Role
We are looking for a proactive and customer-focused Retention Specialist to support customer engagement, satisfaction, and long-term loyalty. In this role, you will work closely with customers to understand their needs, address concerns, and reduce churn by delivering a positive customer experience throughout the customer journey. The ideal candidate is empathetic, solutions-oriented, data-driven, and skilled at building strong customer relationships.
Key Responsibilities
- Build and maintain strong relationships with customers through phone, email, and other communication channels
- Proactively engage with customers to improve satisfaction and retention
- Identify at-risk customers and implement strategies to reduce churn
- Resolve customer concerns and escalate issues when appropriate
- Educate customers on products, services, features, and best practices
- Gather customer feedback and share insights with internal teams
- Track retention metrics, customer interactions, and account activity in CRM systems
- Collaborate with cross-functional teams including Customer Support, Product, Marketing, and Operations
- Support renewal, re-engagement, and loyalty initiatives
- Maintain a high standard of customer service and professionalism
Qualifications
- 4+ years of experience in customer service, customer success, account management, retention, or a related role
- Strong communication and interpersonal skills
- Excellent problem-solving and conflict-resolution abilities
- Ability to manage multiple priorities in a fast-paced environment
- Comfortable working with CRM and customer support tools
- Data-driven mindset with strong attention to detail
- Experience in healthcare, pharmacy, SaaS, e-commerce
The annual compensation is based on a number of factors and may vary depending on job-related knowledge, skills, experience, and alignment to the market. We may use artificial intelligence (AI) tools to support certain aspects of our recruitment process, such as screening applications and reviewing resumes. These tools assist our hiring team and improve efficiency; however, they do not replace human evaluation. All final hiring decisions are made by our team. If you would like more information about how your data is processed, please contact us.
Pocketpills is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.
Retention Specialist in Surrey employer: Pocketpills
At Pocketpills, we pride ourselves on being a forward-thinking employer that values innovation and personal growth. Our collaborative work culture fosters a supportive environment where employees are encouraged to think big and act with integrity, all while making a meaningful impact in the health-tech sector. With opportunities for professional development and a commitment to inclusivity, joining our team as a Retention Specialist means being part of a passionate group dedicated to enhancing the pharmacy experience for Canadians.
StudySmarter Expert Advice🤫
We think this is how you could land Retention Specialist in Surrey
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pocketpills. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pocketpills before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Retention Specialist in Surrey
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pocketpills:Your cover letter is your chance to shine! Tell us why you want to work at Pocketpills specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pocketpills!
How to prepare for a job interview at Pocketpills
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
