Junior Customer Service Specialist

COMPANY DESCRIPTION

We started over 10 years ago as a small Polish start-up. Today, we are present on 4 continents and in 13 countries worldwide as leaders in our industry. ZnanyLekarz is not only a portal with reliable reviews of specialists, but also a SaaS software provider that supports doctors in their daily work in the office. In accordance with our mission, every day we: support a longer, healthier life.

Customer Care is the team that takes care of its customers - medical facilities, doctors, and specialists. We answer questions, help with technical problems, and suggest the best solutions. We are constantly growing (up to 20% of the team has been promoted to other structures within the company!). But we focus on your growth not just between departments – we have a clearly defined promotion path within the team (Junior, Mid, Senior), which allows for regular improvement of competencies and salary as your skills grow. We invite you to our ZnanyLekarz team! 🤩

IN THIS ROLE YOU WILL:

• Build lasting relationships: Your task is to care for doctors and medical facilities. You don't just solve problems, but also educate them on how to fully utilize the potential of the ZnanyLekarz portal.

• Act multi-channel: You manage communication via phone, chat, and e-mail. You can efficiently switch between replying to a message and supporting a customer during a live conversation.

• Provide technical and substantive support: You analyze reports regarding product performance and indicate the best tool configuration paths to customers.

• Research needs and generate leads: During daily interactions, you actively listen to customers. If you notice that a customer needs advanced solutions they do not yet have – you identify this need and pass the contact to the appropriate product experts.

• Ensure the highest Customer Experience: You ensure that every customer experience with our brand is professional and positive.

• Co-create the product: Your voice matters! Based on conversations with doctors, you pass feedback to the Product, Finance, or Marketing departments, really influencing the company's development.

WE ARE LOOKING FOR YOU IF:

• Working with people drives you to action, and finding solutions to complex matters gives you satisfaction.

• You like telephone conversations - you feel confident during direct contact with a customer and can react quickly to their needs during a live conversation.

• You have a “Can-do” attitude - you don't have to know everything right away; what matters most to us is your openness to learning and proactivity in taking on new challenges.

• You listen excellently and accurately diagnose customer needs. Your asset is the ability to explain complex issues in a simple and accessible way.

• You adapt quickly to a new environment and are open to changes. A lot happens here; we are constantly improving our product, which involves numerous training sessions and the need to constantly update your knowledge.

• You are focused on achieving set goals (we have clearly defined KPIs) and know how important teamwork is.

• Even when a lot is happening, you can remain calm. We will help you master the art of task prioritization so that you are always in control of the situation.

• You know English at a communicative level - as a global organization, we use international systems and tools on a daily basis.

WHAT CAN WE OFFER YOU?

• an employment contract (first for a 3-month probationary period, then for an indefinite period),

• a base salary of 5200 PLN gross and a monthly bonus of up to 900 PLN gross, which grows along with your development in the company,

• hybrid work - we have an office right next to Dworzec Zachodni, where we meet, besides events, 1-2 times a month (you can come more often if you want!).

• work from Monday to Friday. We plan our shifts to cover service availability hours (08:00 – 18:00). Together with the team, we manage the schedule, rotating starts at 8:00, 9:00, or 10:00.

• full support at the start: a 2-week training with trainers (we will teach you how to work with our product, use available tools and systems), support from a Buddy and Team Leader, and constant support from an expert who will help you in every difficult case.

• competitions with cash prizes (e.g., for the highest number of handled calls) and additional bonuses for identifying customer needs and generating leads

• regular feedback from the Team Leader, thanks to which you will know how to effectively develop your competencies at every stage.

• an extra day off for your birthday,

• free English language classes,

• Multisport card subsidy,

• Signal Iduna Premium Package medical insurance and access to psychological care,

• necessary work tools (laptop, headphones).

Do you see yourself in our team? Great! Don't wait for others to overtake you. Send us your CV and let us get to know you. We are waiting for your application and we hope – see you soon!