About Us

Pharmica is one of the UK’s leading online pharmacies, setting the standard in accessible, efficient healthcare. Our innovative approach drives everything we do, from leveraging cutting-edge technology to delivering exceptional customer service. We’re transforming the pharmacy experience to make healthcare more convenient and impactful, ensuring positive outcomes for our customers.

About the Role

We are seeking a friendly and organised Customer Service Assistant to join our team. This role involves providing exceptional support to our customers by managing inboxes, resolving queries, tracking lost parcels, and addressing customer needs efficiently and professionally. If you’re proactive, detail-oriented, and enjoy problem-solving in a fast-paced environment, this role offers an excellent opportunity to grow and make a meaningful impact.

As a Customer Service Assistant, you will be the first point of contact for our customers, ensuring their queries are resolved promptly and to the highest standard. Whether it’s tracking orders, processing returns, or answering product questions, your role will be integral to delivering a seamless customer experience.

Key Responsibilities

Customer Support & Query Resolution:

• Respond promptly and professionally to customer enquiries via email, chat, and phone.
• Assist customers with product information, order tracking, and general queries.
• Investigate and resolve issues related to lost parcels, damaged items, or incorrect orders.
• Process refunds, replacements, and returns accurately and efficiently.

Inbox & Workflow Management:

• Monitor and manage customer service inboxes to ensure all queries are handled within set timeframes.
• Prioritise tasks effectively to address urgent issues and maintain workflow.

Problem Solving & Resolution:

• Liaise with couriers and suppliers to resolve delivery or product issues.
• Proactively identify common problems and escalate recurring issues to management for process improvement.
• Offer alternative solutions when appropriate, balancing customer satisfaction and company policies.

Documentation & Reporting:

• Maintain accurate records of customer interactions, complaints, and resolutions.
• Prepare daily reports on customer service metrics, highlighting trends and areas for improvement.

Essential Skills & Qualifications

Education:

• A-Levels or equivalent (required).

Skills & Experience:

• Previous experience in customer service, retail, or a related field (preferred but not essential).
• Strong written and verbal communication skills, with the ability to convey information clearly and empathetically.
• Proficient in using email, live chat systems, and CRM tools (training provided).
• Excellent problem-solving skills and the ability to think on your feet.
• Strong attention to detail, ensuring accurate records and resolutions.
• Ability to manage time effectively and prioritise tasks in a busy environment.
• A positive and professional attitude, with a focus on delivering exceptional customer service.

Additional Information

Compensation & Benefits:

• Hourly rate: £12.25 per hour (based on experience).
• Benefits include casual dress, employee discount, on-site parking, and training opportunities.

Work Schedule:

• Flexible shifts, Monday to Friday, with occasional weekend availability as needed.
• Role based in-office (Central London).

Job Types: Full-time, Permanent

Benefits

• Central London (WC1X) office with spectacular views of the city and within walking distance from various underground and train stations such as Russell Square, Chancery Lane, King’s Cross and Farringdon
• Fun and friendly office environment (table football, fruit bowls, cakes and snacks, drinks fridge, etc.)
• Regular socials
• Pension scheme
• Employee Discount
• Free Parking
• BlueLight card eligibility
• Excellent mentorship and career development

Private medical insurance (activated after probation), with rewards including:

• Amazon Prime Membership
• Weekly drink at Café Nero
• Up to 50% off gym memberships: PureGym, Virgin Active, Nuffield Health
• Discounted Apple watch
• Up to 40% off fitness trackers and smartwatches from Garmin, Fitbit, Samsung, Polar and Withings
• Discounted cinema tickets (Vue, ODEON)
• 30% off Merlin Attractions (Alton Towers, Thorpe Park, etc.)
• Up to 20% off on up to 4 hotel bookings a year with Expedia
• Discounts on Waitrose shopping and healthy food boxes (Mindful Chef)
• 75% off selected Champneys Spa Breaks
• Vitality American Express Credit Card (get up to 2% cashback)
• Rakuten TV on-demand movie rentals
• 30-day Deliveroo Plus Gold Membership
• Weekly discounts at Itsu
• Amazon Gift Card (£5 or £10 gift card each month)
• Up to 25% discount with luxury hotel, Mr & Mrs Smith
• GymShark and SportsShoes discounts
• 12 months Fiit Membership
• 25% off selected full priced bikes or 15% off selected Turbo e-bikes, as well as discounts on equipment
• WeightWatchers Premium membership for 6 months for £30
• 12 month subscription with Headspace
• Up to £1,026 cashback on a Peloton Cross Training Tread, or up to £630 cashback on a Peloton Cross Training Bike or Cross Training Bike+
• Free Allen Carr Easyway stop smoking programme worth up to £379 with the option to attend one programme at over 40 centres nationwide