Helfy

Customer Support Representative

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Job Description

We are a dynamic, international company specializing in medical care, and we’re in search of highly motivated customer support representatives with expertise in compliance.

This role does not involve sales or marketing tactics. Our focus is on support and care. 

Working Hours: Full-time, Monday to Friday, from 9:00 am to 6:00 pm (German Time Zone)

As a Customer Support Representative, you will be responsible for providing high-quality support to our clients via email, chat, or phone. Your duties will include:

  1. Communicating with customers through various channels and responding promptly to customer inquiries.
  2. Knowledge of products and the website: Understand our products (and the website itself) thoroughly to answer questions. While you don’t need to know every medicine we sell, you should be able to navigate the website and find the required information as quickly as possible.
  3. Processing orders and customer requests both in the admin panel and via email.
  4. Record-keeping: Maintain records of customer interactions, transactions, comments, and complaints. This includes filling out Google spreadsheets, adding comments in the admin panel and HubSpot, and tracking various statistics.
  5. Team communication: Coordinate with necessary colleagues, including the tech team, stock team, content team, and marketing team.
  6. Feedback: Provide insights on the efficiency of the customer service process, such as maintaining statistics for the tech or marketing teams or executing tasks that gather information from customers.
  7. Troubleshooting: Guide customers through basic troubleshooting or setup processes for issues like payment or delivery problems.
  8. Handling complaints: Offer appropriate solutions and alternatives within a timely manner and ensure follow-up for resolution. This includes processing older orders (3+ days) and resolving complaints by re-sending parcels.
  9. Order assistance: Help with the placement of orders, refunds, or exchanges, especially in cases of errors by pharmacies or postal services.
  10. Notifications: Inform customers of any delays, for instance when a medicine is out of stock or a pharmacy is closed.
  11. Documentation: Create manuals and protocols for all potential scenarios support agents might encounter, and add them to our storage sites.
  12. Feedback and reviews: Collect customer feedback, respond to customer reviews, and handle unsatisfied customers, especially on platforms like Trustpilot.

The requirements are:

  • Proficiency in spoken and written German is a MUST!
  • Full availability during working hours (9:00 am to 6:00 pm, German Time Zone)
  • Computer literacy.
  • Must be 18 years old or older.
  • Knowledge of English is advantageous (since communication with co-workers is primarily in English).
  • Ability to invoice the company for services provided (private entrepreneurship or self-employed status preferred)

Benefits of working with us:

  • Attractive monthly bonus structure
  • Remote work
  • 20 days of vacation per year
  • Paid sick leave
  • Complimentary language lessons (German, English, or others) with individual tutors
  • Employee of the month award
  • Opportunities to enhance both social and interpersonal skills.
  • Our team is multicultural, providing a platform to interact with native speakers from various parts of the world, including Germany, Israel, Sweden, Turkey, France, Portugal, Ukraine, Croatia, UK
  • No prior experience is required
  • All new customer support agents receive personalized (fully-paid) 14-days training from the Team Leader before commencing their roles. 

If you are eager to work in a rapidly expanding telemedicine company and provide the best customer service, please submit your resume.

We will be pleased to consider your application and will contact you for further interviews. 

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Helfy

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