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The Purpose of Your Role:

Our service allows doctors and health professionals to make their processes more efficient and productive, to improve the customer experience and strengthen partnerships. We make it easy for patients to gain access to health services through online appointment scheduling, video consultation hours and the digital creation of prescriptions. Then, patients can purchase health support products and goods from E-commerce partners.

A Customer Services for Care/Commerce platform is responsible for our customer satisfaction (Hospitals, Healthcare Clinics, Doctors, Experts or Patients) with the high UX platform & Patient 5 Star Service Standard.

As an externally facing team member you are central to bringing the Hello Health Group Vision and Mission to life, acting as a role model for the company values to inspire the highest level of commitment to the company’s vision, mission, purpose, and commercial ambitions, in alignment with Hello Health Group strategy.

The CS will report to a Line Manager and abide by guidelines, receive training & execute processes to ensure delivery of great customer service across the board.

Your Key Responsibilities:

• Be the key customer point of contact for queries relating to the platform, technology and customer experience. Developing and maintaining strong relationships with all customers.

• Payment reconciliation, request payment/invoice issuance or revenue collection on time as SOP requirement and administation Contract s’ status (delivery to partners, signing process, storage status);

• Follow up and ensure a timeline to deliver articles reviews, booking care, and orders on time.

• Work internally across teams such as marketing, content & product to ensure your customers have a great experience and find success through using the Care platform.

• Actively respond to customer support requests daily and work with SOPs, processes and best practices to constantly improve performance and customer satisfaction. Working to minimise customer churn.

• Collect, consolidate and communicate customer feedback internally to enable improvements to the product, service suite & value proposition presented to partners.

Key Performance Indicators:

• Customer Satisfaction (NPS).

• Manage and solve Customers Service channels on time with 5 Star Service Standard

• Payment reconciliation on time as SOP requirement