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Customer Support Agent, Full-time, Belgrade, Serbia

Schedule: Mon.-Fri./ 10AM-6PM

Who are we? is in hyper-growth and we're currently ramping up our Customer Support team in Belgrade, Serbia. There is an exciting role as a Customer Support Agent for our International clientele.


The Support Agent will be part of the Support Team of The primary role of the Support Agent is to provide excellent, concise and empathetic customer support to end-users (patients) via phone, email and chat. He/She will also act as 1st level support for all enquiries coming from patients (B2C) or clinics (B2B) via email or phone. He/She will be serving International customers when they have questions regarding the functionalities, booking process and policies of or other enquiries.


The CS Agent is responsible for overseeing incoming user needs and complaints:

  • Assisting users via email, telephone and other support channels and being a representative of the BNM brand.
  • Guiding users on how to use the BNM platform & services, investigate user’s problems, finding solutions as well as resolving booking errors and complaints.
  • Guiding users on how to provide constructive feedback on their experience; collecting and communicating this feedback via the allocated procedures & channels.
  • Providing guidance to users on the booking process.
  • Resolving product or service failures by clarifying users’ complaints; determining the cause of the failure; selecting and explaining the best solution to resolve this; expediting correction or adjustment; following up to ensure resolution.
  • Escalating a request to sales team, where necessary.


  • Bachelor’s Degree required.
  • Professional expertise in English; Professional expertise in one of the following languages is required: Spanish, French, Italian.
  • Previous experience in a call center or related position will be considered a plus.
  • CS related certifications will be considered a plus.
  • CRM Software experience (Zendesk, Salesforce + call management software etc.) will be considered a plus.
  • Personality: team player, very well organized, customer-oriented attitude, proven, dynamic, multi-tasking, attention to details, self-driven, result-oriented, experience in Customer Satisfaction is a plus.
  • Commitment to company’s mission, guiding principles and core values.
  • Commitment to high professional ethical standards.
  • Completed military service for male candidates.
  • Completed academic activities for all candidates.


  • Excellent career opportunities and a competitive compensation package, based on the qualifications of the candidate.
  • Opportunities to develop professionally.
  • 5 day working schedule: Monday- Friday.
  • Continuous education in new technology, customer engagement and satisfaction.
  • Young and dynamic team of professionals, working in a modern and pleasant office space.