Customer care agent

Nicosia, Cyprus


administration / sales

Customer care agent

Nicosia, Cyprus

The Customer Service Agent will be part of the Customer Service Team, primary role of the CS Agent is to provide excellent, concise and empathetic customer support to end-users (patients) via phone, email and other support channels. 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 the BNM platform or other enquiries.

 

Job Description

 

  • 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.

 

Candidate Profile

  • Bachelor’s Degree required.
  • Professional expertise in English; Professional expertise in at least 2 of the following language(s) is required: Spanish/French/Italian/ Portuguese.
  • 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.
  • Full training given
  • 5 day working schedule: Monday- Friday.
  • Continuous education in new technology, sales methods and customer satisfaction.
  • Young and dynamic team of professionals, working in a modern and pleasant office space.
  • Opportunities to develop professional.

 

 


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