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Customer Support Agent, Full-time, Belgrade, Serbia

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

Who are we?

booknowmed.com 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.

Description:

The Support Agent will be part of the Support Team of booknowmed.com. 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 booknowmed.com or other enquiries.

Responsibilities:

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.

Requirements:

  • 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.

Benefits:

  • 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.

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