Customer Support Representative - Sweden

As a Customer Support Representative at Neko Health, your key responsibilities include managing customer communication channels, such as phone, email, chat, and social media. You'll provide exceptional customer service by resolving issues and proactively addressing customer needs. Additionally, you'll embody our brand's voice and work as an internal advocate for customers, relaying their feedback to help us improve our services.

To apply for the Customer Support Representative role at Neko Health, you should possess excellent written and verbal communication skills in English, with knowledge of Swedish being a plus. Experience in a customer-first environment, like ecommerce, sales, or hospitality, is essential. A familiarity with CRM software such as Front and Zendesk will also strengthen your application.

At Neko Health, customer satisfaction is at the core of what we do. As a Customer Support Representative, you're expected to proactively resolve issues before they escalate and ensure that every customer interaction is positive and meaningful. You’ll listen to customer feedback and relay this information to relevant teams, working together to continuously improve the customer experience.

Neko Health offers a unique blend of innovation and personal growth opportunities for Customer Support Representatives. Our remote-first work culture promotes autonomy, allowing you to thrive in a dynamic environment. You’ll be part of a passionate team dedicated to reshaping healthcare, where your contributions directly impact customer satisfaction and our overall mission.

A successful Customer Support Representative at Neko Health should be empathetic, curious, and bold. These qualities help in building genuine connections with customers and understanding their needs. The ideal candidate shows resilience in facing challenges and a commitment to delivering outstanding support, consistently prioritizing the customer experience.

When answering this question, highlight any prior roles in customer service, detailing your responsibilities and achievements. Emphasize your ability to resolve customer issues effectively and how your experience aligns with Neko Health's commitment to excellent support, showcasing any specific tools or software familiarity.

In response to this question, outline a step-by-step process you would follow, such as remaining calm, actively listening, empathizing with the customer, and working towards a resolution. Provide an example from your past experience where you successfully managed a similar situation, demonstrating your problem-solving skills.

Share a specific instance where you provided exceptional service that exceeded a customer’s expectations, emphasizing the impact of your actions. Explain the situation, your approach, and the positive outcome, illustrating your commitment to customer satisfaction, which is key at Neko Health.

Before the interview, do your research on Neko Health to understand its mission and services. Discuss how your values align with the company's focus on prevention and customer satisfaction. Show your enthusiasm for being part of a team that is redefining healthcare experiences.

Discuss your time management strategies, such as prioritizing tasks based on urgency and importance. Provide examples of tools or techniques you use to stay organized and efficient, ensuring you can provide timely and high-quality support to customers.

Explain your approach to actively listening to customers, reassuring them that their concerns are heard. Discuss how you ask open-ended questions to gather more information and how you leverage this knowledge to provide personalized support that meets their needs.

Share techniques you use to keep a positive mindset, such as taking deep breaths or reminding yourself of the larger mission. You can also mention how focusing on creating a helpful solution for the customer helps alleviate stress and keeps interactions productive.

Empathy is crucial in customer support, as it helps build rapport and trust with customers. Discuss how you practice empathy in your interactions, such as acknowledging feelings and validating concerns, ultimately leading to more effective problem resolution.

In such cases, emphasize the importance of honesty and teamwork. Explain how you would reassure the customer that you’re committed to finding the information they need, and outline the steps you would take to seek assistance or research the answer.

Express your passion for healthcare technology and improvement in patient experiences. Mention specific aspects of Neko Health's mission and values that resonate with you, demonstrating your alignment with the company's objectives and your enthusiasm for contributing to its vision.