Customer Service Associate

Role Overview

We are seeking a proactive and customer-focused Customer Service Associate (Patient Outreach) to join our growing team. In this role, you will be responsible for engaging with patients through phone calls and email communications, gathering feedback, strengthening patient relationships, and supporting retention initiatives.

The ideal candidate will have excellent communication skills, a positive attitude, and a passion for delivering exceptional customer experiences while helping the business achieve its engagement and retention goals.
Please note that this role requires prior experience in telesales, phone-based sales, or customer service in a telephone-based environment.

Location: Remote

Employment Type: Full-Time

Working Hours: Monday to Friday, 8:00 AM – 5:00 PM

• 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.

• 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.

• An excellent communicator with strong interpersonal skills.
• Detail-oriented and committed to accuracy.
• Punctual, dependable, and self-motivated.
• Empathetic and patient-focused.
• Results-driven and comfortable working towards targets.
• Professional and able to represent the company positively in all interactions.

• Consistently achieving outreach and retention targets.
• Maintaining positive patient relationships.
• Collecting valuable patient feedback to support service improvements.
• Delivering a high standard of customer service.
• Contributing to overall patient satisfaction and business growth.