At a Glance
- 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. Less stigma, clearer information, more convenience, better results. 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. 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, 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:
Non negotiables
- 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
- Regular team socials and yearly offsite
Aftercare Executive in Slough employer: Sons | B CorpTM
Sons is an exceptional employer that champions men's health and well-being, offering a vibrant work culture where innovation and empathy thrive. With a flexible working environment in Vauxhall, generous holiday allowances, and opportunities for personal growth, employees are empowered to make a meaningful impact while enjoying a supportive team atmosphere. Join us in transforming the conversation around men's health and be part of a mission that prioritises both professional development and employee well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Aftercare Executive in Slough
✨Tip Number 1
Get to know the company inside out! Research Sons and their mission to revolutionise men's health. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Practice your communication skills! As an Aftercare Executive, you'll need to engage with customers daily. Role-play common scenarios with a friend 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 tackled challenges head-on. Be ready to share these stories in your interviews to demonstrate your capability.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and genuinely interested in joining our team at Sons.
We think you need these skills to ace Aftercare Executive in Slough
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for helping customers shine through. We want to see that you genuinely care about making a difference in their lives, especially in the realm of men's health.
Tailor Your CV:Make sure to customise your CV to highlight relevant experience, especially in customer service roles. We love seeing how your skills align with our mission and values, so don’t hold back!
Be Clear and Concise:In your written application, clarity is key. Use straightforward language and get straight to the point. We appreciate well-structured applications that are easy to read and understand.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the Aftercare Executive role. We can’t wait to hear from 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 change the conversation around it. This will not only show your genuine interest but also help you align your answers with their goals.
✨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 will demonstrate your fit for the role.
✨Be Ready for Role-Play Scenarios
Expect to engage in role-play during the interview. They might ask you to handle a mock customer interaction. Practice responding to common customer concerns, especially those related to hair loss treatments, to showcase your problem-solving skills and ability to think on your feet.
✨Highlight Your Team Spirit
Sons values collaboration, so be prepared to discuss how you've worked well in teams before. Share specific examples of how you contributed to a positive team environment and how you can bring that same energy to their high-performing team.
