Customer Service Associate

Introduction SkinVision

SkinVision is on a mission to save 250k lives in the next decade by revolutionizing the way we care about your skin. Our ML/AI technology empowers people to manage their skin health, enabling an efficient connection between users and the health system through a sophisticated yet easy to use mobile application available for download on any smartphone. With over a million users and more than 30k new users joining us every month, we are constantly looking to grow our team with professionals who are driven by purpose and are challengers by nature.

Customer Service Associate role

We are looking for a Customer Service Associate to join our Operations team. At SkinVision our approach to Customer Service sets us apart from other industries. In our unique role, you’ll engage individuals at high risk of skin cancer, providing unwavering support through their entire journey. These connections hold profound significance for both our users and SkinVision, serving as the driving force behind our mission to make a positive impact on the lives of thousand of people worldwide

You will play a pivotal role as the key intermediary between our users and SkinVision. The role holds significant importance for two primary reasons: 1) provide unwavering support to our users, ensuring they receive the best support and solutions available at all times and 2) our continuous commitment to enhance our product and services

Your role goes beyond traditional customer service - it is a commitment to fostering health, well-being, and empowerment in the face of a critical health concern. Join us in making a different that resonates deeply with individuals and contributes to a global mission of better skin health

Tasks

• Manage & handle incoming customer requests, complaints and feedback across B2B and B2C channels

• Translate customer insights into actionable tasks to improve the overall user lifecycle and experience

• Attend and participate in weekly meeting with cross-functional teams i.e. Product/ Marketing to discuss ongoing trends and/or customer issues and work towards a solution

• Provide inputs to the cross-functional teams to continuously improve SkinVision service and technology

• Receive diagnostic and pathology reports from users identified through our technology as high risk for skin cancer

• Compile weekly/ monthly reports

• 1-3 years of experience in any of the following: Business, Customer Service, Data Analytics, Marketing and Communications

• Experience in customer service or customer-facing roles

• Excellence team player and able to work empathically with our customers

• Strong analytical skills, able to identify trends in the customer lifecycle and translate them into actionable actions/ results

• Proficiency in English and Dutch. Any other language such as Polish, German, Spanish, French or Italian is a big plus, but not essential

• Experience in using CRM tools such as Zendesk