Customer Service Representative - IOH Contact Center

• Advance or bilingual knowledge of English is a must (C1/C2)
• Advance knowledge of one or more of these languages: Dutch, German, Italian or French (C1 Level - Priority on the first two listed languages).
• Customer focused with ability to identify and solve problems.
• Customer centric mind-set.
• Exceptional interpersonal skills with good verbal and written communication.
• Ability to organise, prioritise and manage workload to meet individual and team targets.
• Ability to quickly identify customer needs and exercise judgment in a professional and confident manner.
• Must possess excellent attention to detail, with a high level of accuracy with proactive approach.
• Capable of balancing various tasks at once while achieving deadlines.
• Ability to work under own initiative and proactive in recommending and implementing process improvements.
• Basic IT skills and ability to navigate systems.

Do you have a passion for helping others and ensuring customers have the best experience possible? We have fantastic opportunities to join as multi lingual customer service reps where you have the opportunity to support customers from across the globe.

We are a diverse team and even if you don't have any customer service experience we are keen to hear from you if you have the desire to go the extra mile for our customers.

In this role, you'll be able to impact the lives of the people reaching out to us. With your strong knowledge of our products and services, and your active listening skills, you assist them with any of their queries around their medical plan. Your human touch, listening skills and empathy give the help and reassurance to the customer.

• Communication management in day to day queries of our clients and insurers through different channels but mainly telephone and e-mail.
• Coordinate and ensure follow-ups of the assigned contracts.
• Handling medical issues, in collaboration with our medical consultants
• Think about and contribute to using the most efficient communication channels (phone, e-mail, letter)
• When needed, put your language skills at work to translate different documents.
• The work planning will be your guide to ensure priorities are correctly dealt with and we keep our service performance on track.
• Able to handle complaints and analyze them, identifying root causes that might lead to the improvement of customer satisfaction.
• Assist the Client Manager in several tasks (e.g. preparation of presentations, preparation of analyses, statistics)
• Contribute to maintaining a co-operative and friendly working environment.
• Your critical eye easily spots possible improvements, and you share them with your manager.

• You are able to commit to 39 hour/week
• You are able to commit to 6 week induction training from start date of 15th October 2026.
• Residence within Madrid (City)
• You are available to work this shift:

Tuesday to Saturday: 12:15 to 20:00