Customer Support Advisor - German SpeakingZava

London, UK 05-06-2023

About ZAVA:

We're on a mission to provide our patients with healthcare that is accessible and dependable at a fraction of today's cost. 

Our team of Doctors, Engineers, Customer Support Advisors, Marketers, Product Managers, UX Designers, Pharmacists, and Commercial & Operations Specialists work collaboratively, to develop and maintain a digital healthcare platform that provides our patients with healthcare that suits their needs & schedules.

The pandemic changed our lives, requiring us to find flexible, remote and innovative healthcare solutions to meet our needs during challenging and changeable periods. Many of our patients turned to telemedicine as a convenient solution to getting their healthcare online from the comfort of their homes. And through delivering a safe and efficient digital healthcare service, we've provided over 7.8 million consultations across the UK, Germany, France, and Ireland, enabling millions of people with essential access to healthcare when they needed it most. 

We're a scale-up company with ambitious growth plans, and our patients drive us. It's our motivation to continue fulfilling their needs and to expand further to meet the needs of others, ensuring we're always there with the latest tech, treatments and advice. Because we're doing more than providing healthcare, we're enabling & empowering people by making healthcare work for them. 

We’re here because we care about healthcare and we plan to be the largest digital primary healthcare platform for people across Europe.

About the role:

We are looking for a German-speaking Online Doctor Customer Service Advisor to provide excellent customer support to customers and potential customers, ensuring adherence to administrative service levels in line with ZAVA’s operational plan, strategy, mission, vision and brand. The successful candidate will also contribute to the day to day administrative duties of the Customer Support Team. 

What can you expect from working with us? / What's in it for you?

  • Patient-focused mentality - Care is our fundamental deep-down motivation. We’re an organisation full of smart people who care - about patients, about each other and about doing the right thing. And because of this, we receive great patient reviews
  • A supportive, collaborative environment - We’re a healthcare organisation that puts patients and patient safety first. We care deeply about the work we do and about each other, offering help and sharing guidance and knowledge whenever we can.
  • Knowledge Sharing - We’re learning all the time (mostly from each other) because we don’t work in silos. We talk, teach and ask questions - sharing knowledge so that we can all develop new skills. 
  • Company-wide benefits - Please find a full list of our benefits below.

Day-to-day the work will encompass:

  • Being our first point of contact with our customers  - You will be responsible for having an empathetic approach to dealing with our customers often sensitive enquiries and respond to enquiries by phone and email, enabling us to continue providing great advice and healthcare and contribute to consistently achieving above 95% service level
  • Supporting key aspects of our business - you will also be responsible for supporting ZAVA’s doctor and pharmacy teams whilst helping facilitate communication between these teams and their patients
  • Administration - You will be required to book appointments for customers to attend travel clinics run by our partners, ensure complaints/incidents are recorded in the appropriate manner and escalated accordingly. You will also arrange for patient prescriptions to be shared with their pharmacy to ensure the patient receives their medication in the quickest possible way.

Experience and Qualifications:

  • Interested in helping and working with customers and able to respond sympathetically to their needs
  • A great communicator both verbally and written, with good decision making skills, remaining calm under pressure
  • An ability to work in a confidential and professional manner when dealing with sensitive patient information and  customer queries at all times
  • Proven IT skills
  • Excellent communication skills both written and verbal in German and English 
  • Knowledge of the healthcare system in Germany 

Added bonus if you have experience in:

  • Previous experience in a customer support role, medical or pharmacy setting 
  • Product and service knowledge in healthcare

Line Manager: Online Doctor Team Manager

Your application journey will be:

  • Introductory call with Talent Team (15 mins)
  • Ist Interview (30mins) in German consisting of:
    • Customer Support Team Manager
    • Online Doctor Manager
  • 2nd Interview (30mins) in English consisting of:
    • Online Doctor Manager
    • Senior Customer Support Manager

Benefits from the day you join:

  • 25 days holiday + bank holidays + Birthday day off
  • Healthcare cash back plan through SimplyHealth 
  • Access to SimplyHealth advice, counselling and corporate discounts
  • Membership to Headspace (mindfulness application)
  • Remote flexible working
  • Macbook Pro
  • Modern office with breakfast, hot drinks, bike storage and shower facilities
  • Dog friendly office

Additional benefits following probation period:

  • £500 training budget per year (after 3 months) 
  • Company sabbatical after 2 years
  • Opportunity to work from overseas for 2 months each year
  • Opportunity to relocate to one of our global offices (dependent upon meeting eligibility criteria)
  • Enrolled on discretionary company bonus scheme

Core working hours

40 hours per week (Tuesday - Sunday), 9 hours a day between the hours of 8.00am and 7.00pm inclusive with one hour unpaid break per day (shift you work on will depend on the team's requirements), with an occasional weekend day and bank holiday agreed in advance.

Diversity is everywhere and it makes the world a more interesting place. At ZAVA we encourage diversity, welcome difference and celebrate new ideas. Everyone is welcome to apply to ZAVA, regardless of origin, creed, disability, age, nationality, marital status, partnership status, sexual orientation, gender or other legally protected reasons. Additionally, research shows that generally, men are happy to apply for positions where they fit 60% of the requirements or higher, whereas women and underrepresented groups often will not apply unless they fit the requirements almost entirely. If you think you’d be great in this role, even if you don’t match all the requirements we have listed, we’d still love to hear from you! 

Please note: certain positions will be subject to a satisfactory DBS check.


Applications are now closed