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Job Description
Job description / Role
Full Time
Dubai, UAE
Any Nationality
Not Specified
Not Specified
Not Specified
Customer Service
Healthcare, Hospital & Medical Services
About Médetone
Médetone is a dynamic and fast-growing online pharmacy that prioritises customer care and innovation in healthcare delivery. We are committed to providing customers a seamless, safe, and efficient service. We offer prescription medications, over-the-counter products, and personalised healthcare services.
Role overview
We are looking for a highly organized and proactive Customer Support Manager to lead our service function. This role is a blend of technical CRM management (HubSpot), logistical problem-solving, and high-level patient support. You will be responsible for ensuring our customers in the UK and Sweden receive a seamless experience, specifically by investigating service failures through detailed RCAs and CAPAs to ensure Médetone Pharmacy maintains its high international standards.
Key responsibilities
Oversee the day-to-day running of HubSpot, ensuring the support team’s records, ticket workflows, and reporting dashboards are accurate and functional.
Troubleshoot and resolve CRM-related issues, ensuring that the technology enables—rather than hinders—the support experience.
Ensure customer records and GP correspondence are updated and aligned with operational and medical needs.
Lead investigations into customer complaints by creating detailed Root Cause Analysis (RCA) reports.
Implement Corrective and Preventive Actions (CAPA) for each case to prevent recurring service or clinical failures.
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Maintain accurate records of issue resolutions in accordance with UK and French healthcare data standards.
Manage relationships with international couriers to ensure timely delivery of medications.
Directly handle complex logistical service matters, including tracking high-priority orders and resolving cross-border delivery issues.
Coordinate with warehouse teams in Amsterdam and Dubai to ensure smooth handovers.
Support the wider customer service function by handling routine enquiries, GP letters, and emails during peak periods.
Identify and implement process improvements to enhance both the patient experience and team efficiency.
Requirements
Skills
Customer SupportCustomer ServiceLogisticsWarehouseDeliveryIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
Important dates & deadlines?
Application Deadline
17 Jul 26, 02:21 PM IST
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