Operations Customer Expert - Czech Market

Cross Border Talents is looking for an Operations Customer Expert to provide exceptional customer support for a leading global brand specializing in advanced medical devices. This role is ideal for individuals who are passionate about customer service and eager to work in a dynamic, international environment. As part of this team, you will play a crucial role in assisting customers with innovative self-medication solutions, particularly in the diabetes care sector.

Key Responsibilities

• Provide customer support via phone, email, and chat for inquiries related to medical devices and their accessories.
• Offer detailed product information to help customers make informed decisions.
• Assist customers with the setup and use of connected medical devices, including smartphone app integration.
• Address customer inquiries with empathy and professionalism to foster trust and satisfaction.
• Educate users on device functionalities, empowering them to manage their healthcare independently.
• Maintain accurate records of customer interactions in the CRM system.
• Identify and escalate complex issues to higher-level support teams when necessary.
• Collaborate with internal teams to ensure efficient issue resolution and a seamless customer experience.
• Perform routine customer service tasks, including updating customer records and conducting follow-ups.
• Handle complaints and manage the returns process in accordance with company policies.

Requirements

• Native-level proficiency in Czech and fluency in English (both written and spoken).
• Previous experience in customer support, preferably in the medical or technical sector.
• Strong communication and problem-solving skills.
• Ability to empathize with customers and provide a patient-focused approach to support.
• Comfortable working with technical products and providing step-by-step guidance.
• Experience using CRM systems (SAP knowledge is a plus).
• Ability to work in a team-oriented, fast-paced environment.

Training & Onboarding

• A structured training program (approximately 20 working days) to equip you with the necessary product and customer service knowledge.
• Training conducted in English, covering product functionalities, customer interactions, and software systems.
• On-the-job coaching and mentorship to ensure a smooth transition into your role.

Working Conditions

• Full-time position (40 hours per week) with rotational shifts between 07:00 and 22:00, Monday to Sunday.
• Portuguese public holidays apply; employees working on these days receive compensatory time off.
• Competitive salary with holiday and Christmas bonuses paid in monthly installments.
• Meal allowance provided via a tax-exempt debit card.
• Health insurance coverage from day one of employment.
• Option to stay in company-rented, fully furnished accommodation for the first 14 months (subject to eligibility).

Location

• The role is based in Lisbon, Portugal, in a modern office environment equipped with various employee amenities.
• Easily accessible by public transportation (metro, train, and bus).

Contract Details

• Initial contract duration of 12 months with the possibility of extension.
• Potential for long-term employment after two years.
• Trial period of one month from the contract signature date.

If you are looking for an opportunity to work in an innovative healthcare environment and contribute to improving patients' lives, we encourage you to apply!