Customer Satisfaction Team Leader (m/f/x)
Luxembourg, Luxembourg
il y a 6j

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About Doctena

DOCTENA is a company dedicated at improving access to healthcare by enabling patients to book an appointment online and by providing healthcare professionals with a sophisticated, optimized cloud calendar solution.

After the successful launch of our platform in Luxembourg (, in Brussels (, in the Netherlands (www. ), in Switzerland (, in Austria ( and in Germany (, we are looking to strengthen our team by hiring for immediate entry a Customer Satisfaction Team Leader

If you are looking for a fast-moving growth oriented start-up in Digital Healthcare, this is it! We are looking for talented and entrepreneurial team members.

Your role as Customer Satisfaction Team Leader is central to the success of this mission, as your contribution will be to help increasing the number of patients and doctors using DOCTENA.

Your mission

Are you an experienced Customer Satisfaction officer with experience in leading teams, and looking for a new challenge and an opportunity to further advance your skills and career in a great working environment?

If you are a highly-motivated individual with a genuine interest in technology and a passion to deliver cutting-edge service and products, we have the perfect job for you! We are seeking a strong team leader to work with our customer support and satisfaction teams in order to deliver best service and satisfaction to our customers.

Your key responsibilities will be to :

  • Oversee all Customer Satisfaction activities, including collection of data, analysis of data, and communication of findings.
  • Contact customers regarding potential customer satisfaction issues.
  • Define, manage and optimize the processes around Customer Satisfaction Management.
  • Define measurements and controls, and execute resolution plans accordingly. Recommend short-term and long-term initiatives.
  • Select, implement and use the best tools and platforms for the job.
  • Teach and motivate your teams to deliver outstanding customer experience and satisfaction.
  • Work hands-in with your teams and show them by doing ; going the extra mile whenever needed to reach 100% satisfaction of your customer!
  • Communicate and plan with the IT department in order to plan and drive quality of product and support tools to globally increase customer satisfaction and quality of service.
  • What we offer

    You will join a team of young passionate people dedicated to building the best online medical service offering in the Netherlands, Belgium, Luxembourg, Switzerland, Austria and Germany.

    The position is based at our headquarters in Luxembourg and will require occasional international travel.

    We offer a full-time contract with an attractive salary package and benefits according to your experience. We consider working for a promising start-

    up to be a lifestyle choice rather than a job choice. Our positions are challenging, but also come with amazing advantages and fulfillment to those who earn them.

    We are a young fast-growing company. Strong performers have heaps of opportunities to grab.


  • You have at least 3 years experience in a similar role, combining hands-in and hands-on actions.
  • You have experience managing and coaching a team of 4 to 6 customer care officers.
  • You fluently speak and write English and German ; Dutch and French are considered a serious plus!
  • You have extensive knowledge in using and configuring support ticketing tools like ZenDesk ; experience in cross-platform integrations (ZenDesk, Zoho CRM, ) and automating workflows (Zapier, ) is considered a plus.
  • You are willing to regularly travel between our Luxembourg headquarters and our Berlin office to work locally with the teams.

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