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
✨Tip Number 1
Get to know Pocketpills inside out! Familiarise yourself with their services and values. When you understand what makes them tick, you can tailor your conversations to show how you fit right in.
✨Tip Number 2
Practice your communication skills! As a Retention Specialist, you'll need to connect with customers effectively. Role-play scenarios with friends or family to boost your confidence and refine your approach.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've turned a negative situation into a positive one. This will demonstrate your ability to handle customer concerns like a pro.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining the Pocketpills team and making a real impact in health-tech!
We think you need these skills to ace Retention Specialist in Surrey
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about customer satisfaction and retention. Share any relevant experiences that highlight your passion for helping others.
Tailor Your Application:Make sure to customise your application to fit the Retention Specialist role. Use keywords from the job description and relate your skills and experiences directly to what we’re looking for. This shows us you’ve done your homework and are genuinely interested.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid fluff and focus on what makes you a great fit for the position. Highlight your key achievements and skills that align with our values.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Pocketpills
✨Know the Company Inside Out
Before your interview, take some time to research Pocketpills thoroughly. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in being part of their team.
✨Showcase Your Customer-Centric Approach
As a Retention Specialist, your role revolves around customer satisfaction. Prepare examples from your past experiences where you've successfully resolved customer issues or improved retention rates. Highlight your empathetic nature and problem-solving skills to demonstrate how you can contribute to their member-focused approach.
✨Be Data-Driven
Pocketpills values a data-driven mindset, so come prepared with metrics or examples that showcase your analytical skills. Discuss how you've used data to identify at-risk customers or improve retention strategies in previous roles. This will align well with their expectations for the position.
✨Prepare Questions That Matter
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to inquire about their customer engagement strategies or how they measure success in the retention team. This shows your proactive attitude and eagerness to contribute to their goals.
