Customer Experience Associate (Junior/Senior)

About the Company

ORA is a house of consumer healthcare brands aiming to build a core shared technology and services layer. The core thesis here is that demographic-focused digital clinics can leverage a shared technology and services platform to provide a differentiated and comprehensive care experience for patients seeking care for a wide variety of conditions.

ORA has built 3 brands across 3 markets in less than 2 years and we’re ready to accelerate our growth. What has traditionally been a continuous improvement stream instead of BAU now needs to be developed into something more scalable, more sustainable and more structured.

Being practically unconstrained in the opportunities we can go after is core to ORA’ nature. While this is a great position to be in when everything is possible, prioritisation can become extremely challenging. Time is our most scarce resource and optionality is our biggest distraction. 

About the Role

At ORA, we’re dedicated to delivering top-notch care and ensuring a smooth experience for our customers at every interaction. As we grow and expand our services, we are looking for a passionate and detail-oriented Customer Experience Associate to join our team.

In this role, you will be at the forefront of our customer service efforts, helping to create a positive experience for our customers. You'll be responsible for handling customer inquiries, resolving issues, and providing accurate information about our products and services. Your role is crucial in ensuring customer satisfaction and retention, contributing to the overall growth of the company.

Responsibilities:

• Promptly and courteously address customer inquiries, complaints, and feedback across multiple channels (phone, email, chat, social media, marketplaces) with excellent tone, grammar and spelling for written communications.
• Actively listen to customers' concerns and requirements, offering suitable solutions or guidance to efficiently resolve their issues and meet their needs.
• Build long-term relationships with our customers by offering advice and accurate information regarding our products, medicines, treatments, and services to customers
• Help resolve any technical or customer-related issues that arise during consultations, ensuring a smooth experience for both doctors and customers.
• Keep thorough records of customer feedback, information, issues, and resolutions using appropriate tools and systems.
• Become an expert in all of our products and offerings and maintain up-to-date knowledge in a fast-changing environment.
• Strive to meet and exceed structured performance targets.
• Maintain the highest level of discretion when dealing with customer issues.

Experience required

About you:

• 2+ years of experience in a customer service or related role, preferably in a high-growth startup or e-commerce environment (telehealth or healthcare setting is a plus!) 
• Strong written and spoken English skills to communicate effectively with customers across all channels.
• Excellent problem solving and communication skills with a high attention to detail and quality.
• Demonstrated ability to learn quickly to work proficiently across multiple systems and platforms.
• Familiar with customer service tools e.g. Intercom, Zendesk etc
• Ability to handle multiple customer interactions simultaneously while maintaining a high level of professionalism and efficiency.
• Self-starter mindset who also thrives when collaborating with working teams
• Passion for healthcare, wellness, and making a positive impact on people's lives.
• Willingness and ability to work non-standard business hours, including weekends, evenings & holidays, if required. 

Values we want to see

• Curiosity: a growth mindset, a hunger to learn and expand horizons, a genuine interest in the world. The patience and perseverance to get it right, and the empathy for “Company” to find the right solutions.
• Capability: top of their game, unique and rare talent with the potential to build a once in a generation company with us.
• Humility: complete lack of arrogance and skilled at holding themselves accountable with owner mindset. High levels of self-awareness, always wanting to improve, most comfortable in a feedback culture. A true mix of ambition and compassion.
• Execution experience: a focus on disciplined execution. Not just a dreamer, not starting things but never ending them, but rather someone who knows how to get a job done.
• Owner mindset: they work with an ownership mindset and proactivity. It’s the Batman litmus test: are they happy to be whatever Gotham needs them to be?