ALK-Abelló A/S

Customer Service Executive Klarify (BB-1E61F)

Found in: Neuvoo DK

Klarify exists to help people take control of their allergy – with authoritative information, innovative products and individual solutions for everyday life. Klarify is a start-up - but with a remarkable history: We can draw on 95 years of allergy research and pioneering scientific successful by our parent company ALK (Allergy Laboratory Copenhagen). Klarify has been in existence for nearly 3 years, but already has operations in Germany, UK and US. And looking to expand. We’re looking for a:

Customer Service Executive
Part-time contract position

The position
You will be providing customer service and support to visitors to our UK eCommerce store, US content site, app stores and community management. You will be instrumental in delivering the promise we make to our customers, through:

•Being responsible for customer service enquiries, such as:
oWhere's my stuff? Helping troubleshoot deliveries.
oProblems with product. Resolving issues with damaged/defective product.
oReturns. Swiftly processing unwanted product returns.
oTechnical questions. Helping customers learn how to use our Home Allergy Test correctly so they get the best experience from their product
oComplaints & feedback. First-line handling of customer complaints. Spotting patterns
oProcessing of quality and PV issues onto relevant teams and reporting
oResponding to Pharmadoctor enquiries, delayed samples etc
•Social media monitoring
oAnswering customer service issues that arrive through Social Media
oTriage and responding to comments from Social Media
•Working with fulfilment partners to address issues with shipments
•Managing returns - checking product and looking for quality issues
•Responding to app store reviews and troubleshooting problems
•Monitor and respond to all review platforms daily, checking for PV
•Regular reporting and recommending improvements
•Working with colleagues in Germany, Denmark and the US to share best practice and learnings
•Expressing the view of the customer in team meetings

This is a part-time role, about 20-25 hours per week. Due to the always-on nature of eCommerce, we will expect you to work some time every weekday, but the hours that you work can be flexible to suit your lifestyle. What we ask is that you organize your working time to provide the level of responsiveness that you yourself would expect from a world class ecommerce store.

Key attributes
•Customer-oriented: strong drive to do right by customers/people
•Natural empathy with people, but able to be assertive when needed
•Takes ownership for issues and works to see them through to conclusions
•Being organized
•Clear and articulate in written and spoken communications
•Resilient, and able to handle setbacks
•Keen to take on new responsibilities
•Able to get orchestrate others to get things done on time
•Understands social media
•Can pick up new digital tools easily and use them effectively
•Flexible to adapt to change in a fast-paced environment
•Fast learner - and able to explain knowledge onwards to others
•Self-starter and able to work effectively in a remote team

You do not need to have experience in the pharma/healthcare sector. We will provide training and coaching to help you understand allergy, our product line, and how to use the digital platforms that we operate: Shopify, Zendesk etc. There eventually could be some travel within Europe in this role to build relationships with the core team in Denmark and partner colleagues in Hamburg & Berlin.

calendar_today4 days ago

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work ALK-Abelló A/S

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