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- Tasks: Deliver exceptional customer service and resolve queries with empathy and professionalism.
- Company: Join Sons, a digital health subscription business revolutionising men's hair loss treatment.
- Benefits: Enjoy 26 days holiday, flexible working, private medical insurance, and discounts on products.
- Other info: Dynamic work environment with opportunities for personal growth and team socials.
- Why this job: Be part of a mission to improve men's health and well-being in a supportive team.
- Qualifications: Fluent in German with 1-2 years in a customer-facing role and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
A Bit About Us: Sons are a digital health subscription business focusing on the treatment of hair loss for men. The problem we are trying to solve is that two thirds of men don’t seek treatment for areas of mild conditions. We want to bring men’s health and well-being into the 21st Century. Sons is a team of physicians, pharmacists, scientists, technologists, business consultants and marketeers, who are building a company where men’s health and well-being is talked about and treated with open optimism. Via our telehealth online platform and cloud pharmacy, we help men make informed decisions about health issues they often don’t talk about - and deliver clinically proven, safe and reasonably priced products to their doors. Our mission is to make each new generation of sons healthier and happier than the last. Our vision is to be a global brand that leads the conversation and change in treatments of men’s health.
About the role: Sons is seeking an Aftercare Executive to join our fast-growing customer base and team. We are searching for an outgoing, hardworking, all-around great communicator who cares passionately about the experience that our customers receive. You will be joining a driven and high performing team, engaging with our customers on a daily basis to resolve all operational and physical product queries. You will be the primary point of contact for all live customer interactions. As a key contributor, you’ll play an essential role in shaping our processes and developing effective solutions. You’ll be empowered to influence our customer journey, proactively finding innovative ways to make our customers’ lives easier, happier, and healthier.
What we want you to do:
- Deliver outstanding customer service with empathy and professionalism at all times
- Efficiently handle large volumes of incoming communications via Zendesk, including Email, Live Chat, Marketplaces, and Phone.
- Ensure all queries are addressed within agreed SLA and KPI deadlines
- Prioritise urgent matters and resolve both operational and product-related queries promptly
- Utilise internal systems effectively to assist customers and troubleshoot issues competently
- Monitor ticket patterns, highlight anomalies, and share valuable customer insights
- Provide support to the Pharmacy team by managing patient-related enquiries
- Work closely with Operations, Medical, and Product teams to address escalations and intricate challenges
- Keep accurate records of customer interactions and contribute to service performance tracking
- Offer feedback to help shape business strategy and enhance customer success metrics
- Show initiative, escalate issues when necessary, and actively foster a positive team environment
- Demonstrate flexibility by completing tasks outside your usual remit when required
- Drive customer retention and reactivation through dedicated aftercare support
- Contribute to shaping our brand voice and creating joyful experiences for our customers
- Use initiative to ensure the best and fastest resolutions are offered to each customer
A bit about you:
- Fluent in German
- A passion for problem solving and finding resolutions independently
- 1 or 2 years experience in a customer/client facing role
- Reasonable numerical reasoning skills
- Exceptional communication skills, both spoken and written
- You can work autonomously to a very high standard, and also thrive as part of a team
- Eager to learn and improve, with a can-do attitude
- Able to use initiative and prioritise tasks
- Genuine, honest, reliable and adaptable
Nice to have:
- Ability to work with excel would be preferable but is not essential
What we offer:
- 26 days holiday (plus bank holidays throughout the year)
- Salary Sacrifice Pension (includes both employer and employee contributions)
- Flexible working environment (3 days a week in office)
- Work from anywhere policy
- Flexy working hours policy
- Cycle/Bike to Work Scheme
- Private Medical Insurance via Vitality (at discounted rate)
- Free access to Aviva Digicare services
- Free access to ‘M intago’
- Discounts to Sons products for you, your family and friends
- Regular team socials and yearly offsite
Aftercare Executive employer: Sons | B Corp™
Contact Detail:
Sons | B Corp™ Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Aftercare Executive
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Sons' mission and values. Understanding what makes them tick will help you connect with the team and show that you're genuinely interested in their work.
✨Tip Number 2
Practice your communication skills! As an Aftercare Executive, you'll be chatting with customers all day. Role-play common scenarios with a friend or family member to boost your confidence and refine your responses.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you tackled challenges head-on. This will demonstrate your ability to handle customer queries effectively and make you stand out.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. Plus, it shows that you’re proactive and really keen on the role!
We think you need these skills to ace Aftercare Executive
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Aftercare Executive role. Highlight your experience in customer service and any relevant skills that match what we're looking for, like communication and problem-solving.
Show Your Passion: We want to see your enthusiasm for helping customers! Share examples of how you've gone above and beyond in previous roles to ensure customer satisfaction. This will show us you're a great fit for our team.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point while still showcasing your personality.
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 shows you’re keen on joining our team!
How to prepare for a job interview at Sons | B Corp™
✨Know the Company Inside Out
Before your interview, make sure you understand Sons' mission and values. Familiarise yourself with their approach to men's health and how they aim to reduce stigma around hair loss. This will not only show your genuine interest but also help you align your answers with their goals.
✨Showcase Your Communication Skills
As an Aftercare Executive, exceptional communication is key. Prepare examples of how you've effectively handled customer queries in the past. Think about times when you resolved issues with empathy and professionalism, as this will resonate well with the interviewers.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've tackled challenges independently. Highlight your ability to prioritise urgent matters and find innovative solutions, as this aligns perfectly with what Sons is looking for in a candidate.
✨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 the team dynamics or how success is measured in the Aftercare role. This shows your enthusiasm and helps you gauge if the company culture fits you.