Customer Care Agent

Summary

Join Numan's Customer Care team as a key point of contact for customers, resolving issues and building brand affinity. You will offer empathetic service, solve queries on first contact, utilize Intercom across various channels, collaborate with pharmacy and clinicians, maintain accurate records, handle sensitive information confidentially, and provide customer feedback. The role requires problem-solving skills, excellent customer service, and adaptability to a startup environment. While experience with Intercom and Salesforce is preferred, tech-savviness and excellent English are essential. Numan offers a comprehensive benefits package including share options, generous holiday time, health insurance, enhanced parental leave, and various other perks.

Requirements

• Love problem-solving and connecting with people
• Get satisfaction from providing excellent customer care and going the extra mile to make someone happy
• Have experience of, or a desire to work in a startup environment, with a small team and high levels of ownership with light process infrastructure
• Have excellent English (written and spoken)

Responsibilities

• Offer customers empathetic and personal service expected of the Numan brand
• Solve queries on first contact as far as possible, always taking ownership of the customer’s problem
• Work in Intercom covering phone, messaging, social channels and email
• Work closely with our pharmacy and clinicians to resolve patient queries
• Keep an accurate record of customer enquiries and complaints
• Handle queries of a sensitive nature in a confidential and safe way
• Share the voice of the customer with colleagues in the business and suggest better ways to work
• Be able to work with little supervision

Preferred Qualifications

• Have experience with Intercom, Salesforce, Intercom or equivalent experience
• Be a tech savvy quick learner

Benefits

• Share options
• 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan)
• Health insurance with Vitality
• Enhanced maternity and parental leave
• Nursery benefit provided by YellowNest
• Employee assistance programme (access to therapy, financial planning and discounts)
• Generous pension (includes both employee and employer contributions)
• Flexible working options, including a dog friendly office in Farringdon
• Personal training and development budget via Learnerbly
• Wellhub membership, giving you access to over 2,000 locations in the UK
• Free office snacks including breakfast items, soft drinks, tea and coffee
• Cycle to work scheme
• Season ticket loan
• Discount to Numan products for your friends and family
• Paid volunteering days
• An additional 2 weeks off once you reach your 5th anniversary with Numan