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Customer Care Representative - UK

On-site Full-time

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Experience Level

Experience

Qualifications

• Minimum of 2 years' experience in a customer-centric role.• Proficient in English with outstanding communication abilities.• Experience across multiple customer support channels.• Demonstrated capability in handling bookings and complaints with professionalism.• Knowledge of CRM systems, particularly Zendesk.• Excellent judgment in communication, especially in public-facing contexts.• Strong organizational skills and attention to detail.

About the job

Neko Health works to transform healthcare by focusing on prevention and early intervention. The company brings together non-invasive technology and clinical expertise to deliver practical health insights for its members.

Role overview

The Customer Care Representative acts as the first point of contact for Neko Health members in the UK. Based in London, this person manages support interactions through email, phone, text/SMS, and social media. Daily tasks range from handling bookings to resolving complaints, always aiming to provide a supportive and member-focused experience. Compassion, strong organization, and thoughtful communication are key to success in this role.

What you will do

  • Respond to members warmly and promptly, ensuring each person feels heard and valued. High CSAT scores and meeting service level agreements (SLAs) are important measures of success.
  • Take ownership of each case from first contact to resolution, anticipating member needs to reduce repeat inquiries and improve overall experience.
  • Communicate in a way that consistently matches the Neko Health voice: human, thoughtful, and true to the brand.
  • Identify patterns in member feedback and recurring issues, sharing these insights with internal teams to support product and service improvements.

Requirements

  • At least 2 years of experience in customer support, hospitality, or another high-touch service field.
  • Fluent in English, with strong written and verbal communication skills.
  • Experience supporting customers across channels such as phone, email, and digital or social platforms.
  • Proven ability to manage bookings, troubleshoot issues, and resolve complaints professionally and efficiently.
  • Familiarity with Zendesk or similar CRM tools.
  • Sound judgment in tone, timing, and privacy, especially when interacting on public social media.
  • Highly organized, attentive to detail, and able to manage a personal ticket queue effectively.

About Neko Health

Neko Health is dedicated to transforming healthcare by focusing on preventive measures rather than reactive treatments. We leverage innovative technology and clinical expertise to empower our members with early insights into their health.

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