“For us, no question is too big or too small”
A look behind the scenes at how Axitare’s customer service works. Jenni, Customer Service Team Lead, describes what the work involves – and why every interaction matters.
The person behind the role
Axitare’s customer service is led by Jenni, who has extensive experience in developing diverse teams, customer service and sales, as well as a strong commitment to supporting clients' functional capacity.
As Team Lead, she makes sure the team’s day-to-day work runs smoothly while continuously developing its expertise. She also works closely with Axitare’s other teams. Everything starts with the customer experience.
“What matters to me in my work is doing something meaningful. In my current role, I get to do both: develop an outstanding team and create a strong customer experience, while helping people maintain their independence – together with home care professionals,” Jenni says.
No two days are the same
Our main responsibilities are the nurses’ helpline and remote support. We support home care professionals through several channels, but most people reach us by calling the helpline. Our service specialists answer calls every day of the year, from 7 a.m. to 10 p.m.
But our work doesn’t end with the phone. We train home care staff to use our medicine dispensers, manage orders and deliveries, carry out service visits, and support many other functions across the company.
How a good customer experience is created
It all begins with understanding. We need to understand the everyday realities and challenges faced by both home care professionals and the people using our dispensers at home. With that understanding, we can respond to situations quickly, smoothly and with care. Every customer and every interaction matters to us.
Seamless collaboration between all Axitare teams is also essential to us – from production and product development to sales and our other support functions.
What makes the work rewarding
The most rewarding part of the job is making everyday work easier for home care professionals. Every week brings new interactions that stay with us: a nurse who received support in the middle of a difficult situation, or an alert from Axitare that helped a home care worker reach a customer who had fallen.
For Jenni, it is just as rewarding to develop the team together with its members and to be there when someone faces a challenging situation.
Get in touch
Every interaction is important to us, and we have great respect for the work home care professionals do. We want to provide the best possible service to our customers, and we want reaching out to us to be as easy and natural as possible – for us, no question is too big or too small.
“I hope we can show genuine care and appreciation for the people working in home care.”
We believe in continuous development and learning, and these are guiding themes for our team as well. Our aim is to be the best in our field when it comes to customer service, both in Finland and internationally – and we work towards that goal every day.
