Operations Customer Expert - Czech Market Viseu

Operations Customer Expert - Czech Market
Viseu
Viseu, Viseu District, Portugal

Operations Customer Expert - Czech Market

About the job

Cross Border Talents is seeking 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 passionate about customer service and eager to work in a dynamic, international environment. You will assist customers with innovative
- medication solutions, particularly in diabetes care.

Key Responsibilities

• Provide support via phone, email, and chat for inquiries related to medical devices and accessories.
• Offer detailed product information to help customers make informed decisions.
• Assist with setup and use of connected medical devices, including smartphone app integration.
• Address 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 interactions in the CRM system.
• Identify and escalate complex issues to higher support levels when needed.
• Collaborate with internal teams for efficient issue resolution and seamless customer experience.
• Perform routine support tasks, including updating records and
  - ups.
• Handle complaints and manage returns according to company policies.

Requirements

• Native-level proficiency in Czech and fluency in English (both written and spoken).
• Experience in customer support, preferably in medical or technical sectors.
• Strong communication and
  - solving skills.
• Empathy and patience in customer interactions.
• Comfort with technical products and providing
  -
  - step guidance.
• Experience with CRM systems (SAP knowledge is a plus).
• Ability to work in a
  - oriented,
  - paced environment.

Training & Onboarding

• Structured training program (~20 days) covering product and customer service knowledge.
• Training conducted in English, focusing on product functionalities, customer interactions, and systems.
• On-the-job coaching and mentorship for smooth transition.

Working Conditions

• Full-time (40 hours/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.
• Salary includes holiday and Christmas bonuses paid monthly.
• Meal allowance via
  - exempt debit card.
• Health insurance from day one.
• Option to stay in
  - rented, fully furnished accommodation for the first 14 months (eligibility required).

Location

• Based in Lisbon, Portugal, in a modern office with amenities.
• Easily accessible by public transport.
• Initial 12-month contract, with potential extension and
  - term prospects.
• One-month trial period.

If you want to work in innovative healthcare and contribute to improving patients' lives, apply now!

Salary & Benefits

• Competitive package with bonuses.
• €154/month meal allowance (tax-exempt debit card).
• Health insurance from day one.
• Performance incentives and career growth opportunities.

Relocation assistance available for candidates moving from over 100 km away from Lisbon, including flight reimbursement, housing, and support with administrative processes. Also, a yearly flight ticket home is provided.