Customer Care Professional

Impress; Barcelona; Presencial; EUR 36.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

International team

KPI bonus (€5,000)

40h/week

Mon-Sat schedule

Inclusive culture

Fruit & coffee

Descripción de la vacante

Impress, Europe’s leading health-tech innovator, is seeking a Care Operations Professional with Dutch to join our Barcelona headquarters on site. The role focuses on leading a team of Patient Care Specialists, improving KPIs, ensuring high-quality patient interactions, and optimizing workflows across channels.

You will collaborate with Sales, Operations, Clinical and Logistics teams, create training materials, and drive world-class patient experiences while maintaining strong NPS.

Formación

• Native level Dutch and full professional level of English.
• 4+ years of experience in a similar position within customer service in international settings.
• Strong interpersonal and writing skills.
• Proactive attitude and inclusive behaviour.

Responsabilidades

• Lead and coach a team of Patient Care Specialists.
• Monitor and improve team KPIs and provide feedback.
• Ensure high-quality patient interactions across multiple channels.
• Optimize workflows and processes to improve efficiency.
• Handle escalations and provide solutions for complex cases.
• Collaborate with Sales, Operations, Clinical and Logistics teams.
• Create up-to-date training materials with clear processes.
• Measure customer satisfaction and design improvement mechanisms; maintain NPS.

Conocimientos

Customer Service

Team Leadership

Dutch (native)

English (professional)

Descripción del empleo

Join Impress – Europe’s Leading Health-Tech Innovator!

We are the largest chain of orthodontic clinics with fully digital processes in Europe. We have revolutionised the invisible orthodontic sector with the best team of professionals specialised in making people smile and using the latest technology for the diagnosis, treatment, and follow-up of all cases.

We're seeking a dynamic and results-oriented Care Operations Professional with Dutch who will be an important part of a hard-working, fast-growing team. This is your opportunity to experience a #1 health-tech scale-up where both your work and your results are highly tangible and matter to the business.

This position is based 100% on-site at our headquarters in Barcelona (Spain).

What You’ll Do

• Lead and coach a team of Patient Care Specialists.
• Monitor and improve team performance through KPIs and feedback sessions.
• Ensure high-quality patient interactions across multiple communication channels.
• Optimize workflows and processes to enhance efficiency.
• Handle escalations and provide solutions for complex patient cases.
• Collaborate with other departments (Sales, Operations, Clinical teams, Logistics) to ensure seamless patient care.
• Create up to date training materials with clear processes and procedures.
• Measure customer satisfaction and design improvement mechanisms as required. Always ensure world-class NPS.
• Ensure call, chats, emails volume forecasts and planning requirements are built to manage peak volume periods to ensure delivery of all KPIs.
• Analyze statistical service data with QA to review metrics and quality results, establish goals/targets, and focus on areas of opportunity and development.
• Handle escalations of customers and patients.
• Supervise that the standard of patient care department is delivered and maintained in all aspects of the Customer/Patient Care Service function, including (but not limited to): inbound and and outbound call management, complaints, appeals, grievances processes, etc.
• Self-motivation and a hunger for success. Never accept results lower than “Impressive”.
• Lead by example and never stop improving.

What You'll Bring

• +4 years of experience in a similar position within Customer Service working in an international environment.
• Must-have: Native level of Dutch and full professional level of English
• You are recognized for your team spirit, your interpersonal and writing skills
• A proactive attitude and inclusive behaviour.

What we offer:

• Internacional team! You will work with people from all over the world, at our Barcelona headquarters in the Eixample district.
• Variable based on KPI achievement: €5.000
• Working hours: 40h/week, 09:00 to 18:00.
• Work days: Monday to Saturday (one Saturday/month)
• We are an inclusive company.
• Fresh fruit & coffee every morning.

At Impress we cultivate a culture of inclusion and diversity. We celebrate our employees' individual strengths, views, and experiences and we encourage all candidates to apply, without regard to race, color, religion, gender identity, sexual orientation, age, national origin, disability, or any other factor.

Our differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better results.