📍 Job Overview

Job Title: Customer Support Representative (x/f/m)
Company: Doctolib Siilo
Location: Amsterdam, Netherlands
Job Type: Fixed Term Contract (12 months with the goal of making it permanent)
Category: Customer Support
Date Posted: 2025-06-11
Experience Level: Entry-level to Mid-level
Remote Status: On-site with hybrid work mode available

🚀 Role Summary

Serve as the first point of contact for healthcare professionals using Doctolib Siilo's software, providing exceptional customer support and training.
Collaborate with internal departments to ensure customer satisfaction and drive product adoption.
Contribute to various projects and personal development opportunities within the company.

📝 Enhancement Note: This role requires strong communication skills, patience, and a knack for explaining complex technical concepts in a simple and clear manner. Familiarity with relevant tech tools and a basic understanding of the healthcare industry would be beneficial.

💻 Primary Responsibilities

Customer Support: Provide phone and email support to doctors, addressing their inquiries and troubleshooting any issues they encounter with the software.
Training: Onboard new users and provide ongoing training to ensure they make the most of Doctolib Siilo's features.
Customer Satisfaction: Ensure high customer satisfaction by processing email inquiries promptly and effectively, and by turning doctors into enthusiastic Doctolib fans.
Project Contribution: Depending on your profile and ideas, contribute to various projects and professional development opportunities within the company.

📝 Enhancement Note: This role requires strong multitasking skills, as you will be managing multiple channels of communication and supporting users with diverse needs and technical proficiency.

🎓 Skills & Qualifications

Education:

Relevant education or equivalent experience in customer service, IT support, or a related field.

Experience:

Proven experience in customer service, IT support, or technical consulting.
Experience supporting customers via chat, email, and social media is a plus.

Required Skills:

Excellent written and spoken communication skills in Dutch and English.
Strong problem-solving skills and the ability to think critically.
Proficiency in multitasking and working with multiple tools simultaneously.
A customer-focused mindset and a genuine desire to provide high-quality service.

Preferred Skills:

Basic understanding of relevant tech tools such as Jira, Slack, Textexpander, and Zendesk.
Comfort with rapidly changing tools, workflows, or product updates.
Experience working in a healthcare or tech environment.

📝 Enhancement Note: While not explicitly stated, a basic understanding of the healthcare industry and relevant tech tools would be beneficial for success in this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range:

The salary range for this role is not explicitly stated. However, based on market research and the company's size, we estimate the salary to be around €2,500-€3,500 gross per month for an entry-level candidate and €3,500-€4,500 gross per month for a mid-level candidate. These estimates are inclusive of benefits and should be confirmed with the hiring organization.

Benefits:

Employee Pension Program
Learning & Development Opportunities
Home Office Equipment Allowance
Team Spirit & Creativity Budget
27 Days of Annual Leave Per Year
10 Flexibility Days
2 Solidarity Days
Physical Health Benefit Through Urban Sports
Mental Health & Wellbeing Program Through Moka.care
Flexible Workplace Policy with Hybrid Work Mode
Commute Reimbursement of Public Transportation

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare Technology

Company Size: Medium (3,000+ employees)

Founded: 2013

Team Structure:

The Customer Support team works closely with all internal departments, including Product, Engineering, and Marketing.
The team consists of customer support representatives, team leads, and managers.
The company encourages cross-functional collaboration and knowledge sharing.

Development Methodology:

The company uses Agile methodologies for product development and continuous improvement.
Customer feedback is integral to the product development process.

Company Website: Doctolib

📝 Enhancement Note: Doctolib Siilo is a subsidiary of Doctolib, focusing on secure medical communication for healthcare professionals. The company values innovation, collaboration, and continuous learning, fostering a dynamic and supportive work environment.

📈 Career & Growth Analysis

Customer Support Representative Career Level: Entry-level to Mid-level

Reporting Structure: Reports directly to the Customer Support Manager or Team Lead.

Technical Impact: The role has a direct impact on customer satisfaction, product adoption, and user feedback, contributing to the overall success of Doctolib Siilo.

Growth Opportunities:

Career Progression: With experience and demonstrated skills, candidates can progress to senior customer support roles, team lead positions, or move into other areas of the business, such as product management or training.
Technical Skill Development: The role offers opportunities to develop skills in customer service, communication, and problem-solving, as well as an understanding of healthcare technology and relevant tools.
Leadership Potential: As the first point of contact for customers, the role offers opportunities to develop leadership skills and gain experience managing customer expectations and feedback.

📝 Enhancement Note: The company's size and growth potential present numerous opportunities for career progression and professional development. The role's focus on customer satisfaction and user feedback also offers valuable insights into the product development process.

🌐 Work Environment

Office Type: Modern, collaborative workspace with a focus on employee well-being and comfort.

Office Location(s): Amsterdam, Netherlands

Workspace Context:

The office is designed to facilitate collaboration and communication among team members and across departments.
Employees have access to multiple monitors, testing devices, and relevant tools to perform their jobs effectively.
The company encourages a flexible and dynamic work environment, with opportunities for remote work and hybrid arrangements.

Work Schedule: Full-time, with a flexible hybrid work mode available. The specific work schedule may vary depending on the needs of the team and the company.

📝 Enhancement Note: The company's focus on employee well-being, collaboration, and flexibility creates a supportive and engaging work environment that encourages productivity and innovation.

📄 Application & Technical Interview Process

Interview Process:

Recruiter Interview: Initial screening to assess communication skills, cultural fit, and understanding of the role.
Interview with Hiring Manager: In-depth discussion of the role, team dynamics, and company culture.
Final Interview: Assessment of problem-solving skills, customer service experience, and cultural fit.
Background/Reference Check: Verification of employment history, references, and qualifications.
Offer: Extension of a job offer contingent upon successful completion of the background check.

Portfolio Review Tips (N/A for this role)

Technical Challenge Preparation (N/A for this role)

ATS Keywords:

Customer Service
Communication Skills
Healthcare Technology
Problem-Solving
Multitasking
Dutch Language
English Language
Agile Methodologies
Product Development
User Feedback
Customer Satisfaction
Teamwork
Collaboration
Knowledge Sharing

📝 Enhancement Note: While the role does not require a technical portfolio or challenge, candidates should be prepared to discuss their customer service experience, problem-solving skills, and understanding of the healthcare technology industry during the interview process.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Empathy: Understanding and sharing the feelings of customers to provide personalized and effective support.
Patience: Demonstrating calm and understanding when assisting customers, especially those who may be frustrated or confused.
Expertise: Developing a deep understanding of Doctolib Siilo's software and relevant healthcare technology to provide accurate and helpful guidance.
Adaptability: Quickly learning and adjusting to changes in the software, workflows, or product updates to provide up-to-date and relevant support.

Collaboration Style:

Cross-Functional Collaboration: Working closely with internal departments, including Product, Engineering, and Marketing, to ensure customer feedback is integrated into the product development process.
Knowledge Sharing: Actively contributing to and learning from a collaborative and supportive team environment.
Continuous Learning: Regularly updating skills and knowledge to provide the best possible support to customers and contribute to the company's growth.

📝 Enhancement Note: The company's focus on customer-centricity, collaboration, and continuous learning fosters a dynamic and supportive work environment that encourages personal and professional growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing multiple channels of communication and supporting users with diverse needs and technical proficiency.
Keeping up-to-date with changes in the software, workflows, or product updates to provide accurate and relevant support.
Addressing complex customer inquiries or issues that may require creative problem-solving or escalation to other teams.

Learning & Development Opportunities:

Career Progression: Gaining experience in customer service, communication, and problem-solving to progress to senior roles or move into other areas of the business.
Technical Skill Development: Developing an understanding of healthcare technology and relevant tools to provide effective support and contribute to the product development process.
Leadership Potential: Gaining experience managing customer expectations and feedback to develop leadership skills and contribute to the company's growth.

📝 Enhancement Note: The role presents numerous opportunities for personal and professional growth, as well as the chance to make a significant impact on the company's success through exceptional customer support and user feedback.

💡 Interview Preparation

Technical Questions:

Customer Service Experience: Describe a challenging customer service scenario you've faced and how you handled it. What was the outcome, and what did you learn from the experience?
Problem-Solving: Walk us through your thought process when troubleshooting a complex customer issue. What steps did you take to identify and resolve the problem?
Healthcare Technology: How do you stay up-to-date with changes in healthcare technology, and how have you applied this knowledge to provide effective customer support?

Company & Culture Questions:

Customer-Centricity: How do you ensure that customer feedback is integrated into the product development process, and what role do you play in this process?
Collaboration: Describe a time when you worked closely with another department to resolve a customer issue or improve the customer experience. What was the outcome, and what did you learn from the experience?
Continuous Learning: How do you approach learning new tools, workflows, or product updates, and how do you apply this knowledge to provide effective customer support?

Portfolio Presentation Strategy (N/A for this role)

📝 Enhancement Note: While the role does not require a technical portfolio or challenge, candidates should be prepared to discuss their customer service experience, problem-solving skills, and understanding of the healthcare technology industry during the interview process. Additionally, candidates should research the company and its products to demonstrate their enthusiasm for the role and commitment to customer satisfaction.

📌 Application Steps

To apply for this customer support representative position:

Submit your application through the application link provided on the job board.
Tailor your resume to highlight your customer service experience, problem-solving skills, and relevant qualifications.
Prepare for the interview process by researching the company, its products, and the role's requirements.
Practice common customer service scenarios and problem-solving exercises to demonstrate your skills and confidence during the interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Representative (x/f/m)