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- Tasks: Engage with customers, resolve queries, and enhance their experience with our products.
- Company: Join Sons, a digital health subscription business revolutionising men's hair loss treatment.
- Benefits: Enjoy 26 days holiday, flexible working, and private medical insurance.
- Other info: Dynamic role with opportunities for personal growth and a positive work culture.
- 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 customer service experience and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Location (3 days a week in the office) - Vauxhall
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. What if we could motivate men to be more proactive in tackling their problems? We want to bring men's health and well-being into the 21st Century. Less stigma, clearer information, more convenience, better results. Sons is a team of physicians, pharmacists, scientists, technologists, business consultants and marketers, 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. Having already treated over 300,000 men in the UK we are now setting our sights on European expansion.
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, elevate 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 'Mintago'
- Discounts to Sons products for you, your family and friends
Aftercare Executive in London employer: Sons | B CorpTM
Contact Detail:
Sons | B CorpTM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Aftercare Executive in London
✨Tip Number 1
Get to know Sons and our mission! Before your interview, dive into our website and social media. Understanding our brand and what we stand for will help you connect with us and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As an Aftercare Executive, you'll be chatting with customers all day. Try role-playing common customer 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've tackled challenges head-on. We love candidates who can think on their feet and come up with creative solutions to make our customers' lives easier.
✨Tip Number 4
Don’t forget to follow up! After your interview, drop us a quick thank-you email. It’s a great way to reiterate your interest in the role and keep you fresh in our minds as we make our decision.
We think you need these skills to ace Aftercare Executive in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through! We want to see how much you care about making our customers' experiences better. Share any relevant stories that highlight your passion for helping others.
Tailor Your Application: Make sure to customise your application to fit the Aftercare Executive role. Use keywords from the job description and demonstrate how your skills align with what we’re looking for. This shows us you’ve done your homework and are genuinely interested in joining our team.
Be Clear and Concise: We appreciate straightforward communication, so keep your application clear and to the point. Avoid jargon and focus on conveying your experience and skills in a way that’s easy to understand. Remember, we want to know how you can help us!
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 makes it easier for us to keep track of all the amazing candidates like you!
How to prepare for a job interview at Sons | B CorpTM
✨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 help you connect your answers to their goals and show that you're genuinely interested in being part of their team.
✨Show Off Your Communication Skills
As an Aftercare Executive, 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 aligns perfectly with what Sons is looking for.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've tackled challenges independently. Sons values proactive problem solvers, so share stories that highlight your ability to think on your feet and find innovative solutions to customer issues.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team dynamics, how success is measured in the role, or what the biggest challenges are for the Aftercare team. This shows your enthusiasm and helps you gauge if the company culture is the right fit for you.