Customer Service Associate

Role Overview

• Conduct outbound calls to patients in a professional and empathetic manner.
• Build and maintain positive relationships with patients.
• Support patient retention initiatives through proactive outreach.
• Generate and send follow-up emails and communications.
• Gather patient feedback and accurately record information in company systems.
• Meet individual and team performance targets.
• Resolve basic patient queries and escalate issues where appropriate.
• Maintain accurate records of all interactions and communications.
• Collaborate with internal teams to ensure a positive patient experience.

Requirements

• Minimum 1 year of telesales, phone-based sales, or telephone customer service experience.
• Previous experience handling inbound and/or outbound customer calls is required.
• Excellent verbal and written communication skills.
• Strong attention to detail and organisational abilities.
• Ability to build rapport, handle objections, and communicate confidently over the phone.
• Comfortable working towards targets, KPIs, and performance metrics.
• Strong time management skills and ability to work independently.
• Reliable internet connection and suitable remote working environment.
• Access to a laptop/computer and headset for daily communications.
• Fluent English communication skills.
• Bilingual or multilingual candidates are highly desirable, particularly those fluent in:
• French
• Spanish
• Dutch
• Experience in healthcare, pharmacy, patient support, or customer retention is advantageous.