Contact Center Agent Spanish/Portuguese speaker

About us:

Diaverum is a Swedish-born, multinational healthcare organization that provides life-enhancing renal care to patients with Chronic Kidney Disease (CKD), empowering them to live fulfilling lives. As a global leader and the largest independent renal service provider in Europe, we care for around 39,000 patients across 440 clinics in 24 countries globally.

Our focus is to provide renal care tailored to patients' needs and choices, offering a portfolio of treatments ranging from preventive care, haemodialysis, peritoneal dialysis, and home care, to coordination of patients' comorbidities and holiday dialysis.

CKD is a global and escalating challenge today affecting about 10% of the world's adult population. It's primarily caused by lifestyle diseases such as diabetes, and its prevalence is increasing, particularly in developing countries and among low-income individuals. We ensure that our clinics are a safe and familiar space where all our patients feel welcome.

Our vision is to transform the industry through patient-centric digital innovations, delivering and broadening access to the highest quality of care.

At the center of what we do is our standardized, proprietary care delivery model, enabled by a continuously evolving digital infrastructure. We strive to ensure superior medical outcomes exceeding those demanded by national healthcare systems, supporting patients by improving personalized care, ease of use, and new services through technology.

Diaverum employs approximately 13,000 people and operates 440 clinics in 23 countries globally. Diaverum has its head office in Malmö, Sweden.

d.VENTURES AB as a company within Diaverum includes a portfolio of digital tools and services that will expand Diaverum's online presence, increase its reputation amongst key stakeholders, and establish a new line of global business at Diaverum.

d.VENTURES operates with bookdialysis.com, the first online booking engine for holiday dialysis with a network of 400+ medical providers in 52 countries across 5 continents. bookdialysis.com allows patients to book their medical treatments abroad by offering a user-friendly and safe booking process and a variety of destinations.

To support our global business in d.VENTURES, we are currently searching for CC Agents to be part of the Call Center Team, responsible for customer and partner service of the portfolio ventures as bookdialysis.com.

The CC Agent will be part of the Call Center Team of d.VENTURES and will be responsible for customer and partner service of the portfolio ventures as bookdialysis.com.

The primary role of the CC Agent is to provide excellent, concise, and empathetic customer support to end-users (patients) via phone, email, and chat, and clinics (B2B) via email or phone. S/he will be trained to increase the base of clinics that join the bookdialysis.com platform by focusing on establishing new partnerships. S/he will also act as 1st level support for all inquiries coming from patients (B2C) or clinics (B2B) via email or phone. Finally, s/he will be serving international customers when they have questions regarding the functionalities, booking process, and policies of bookdialysis.com or other inquiries, as well as train and onboard new partner clinics in the use of the platform.

Main responsibilities include, but are not limited to:

• The CC Agent is responsible for overseeing incoming user inquiries.
• Assisting customers/users via email, telephone, and other support channels, acting as a representative of the bookdialysis.com brand.
• Guiding users on how to use bookdialysis.com, investigating user incidents, finding solutions, and 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 the line manager where necessary.
• Contacting B2B customers (clinics) in order to subscribe to the platform and have the opportunity to be reached by patients.

The ideal candidate has previous experience in call centers or a related position, preferably in a corporate environment, holds a University degree (Bachelor), CS-related certifications, and has superior command of written and spoken English and Spanish (additional languages, especially Portuguese will be considered a plus). You have superior knowledge of the MS Office Package and CRM Software experience (Zendesk, Salesforce, call management software, etc.) is valuable.

We are looking for a team player, someone very well organized, with a customer-oriented attitude, proven dynamic, multi-tasking skills, and attention to detail. The ability to learn fast and thrive and lead in a fast-moving environment is key. If you have strong interpersonal skills, are flexible with a positive attitude, self-motivated, and able to take ownership of key topics, you are our candidate.

We value diversity. We are committed to equal opportunities and to creating an inclusive workplace environment for all our people. We welcome applicants regardless of ethnicity, nationality, gender, gender identity, color, religious beliefs, disability, sexual orientation, age, or marital status.

If you're looking for a purpose-driven company and what you've read so far resonates with you, apply for the position, and if you fit the profile, you'll get to know us. Join the Diaverum family!