Customer Service Representative - IOH Contact Center (Healthcare)

Location: Madrid, Spain; residence within Madrid city required. Hybrid work from home with occasional visits to the Madrid office.

Company

hirify.global Healthcare helps customers navigate the healthcare system and make informed decisions about their health and vitality.

What you will do

• Manage daily customer and insurer queries, mainly by telephone and email.
• Support customers with medical plan questions using product knowledge, active listening, and empathy.
• Coordinate follow-ups for assigned contracts and handle medical issues in collaboration with medical consultants.
• Handle and analyze complaints, identify root causes, and recommend improvements to customer satisfaction.
• Translate documents when required and assist the Client Manager with presentations, analyses, and statistics.
• Identify communication and process improvements while maintaining service performance and a cooperative working environment.

Requirements

• Advanced or bilingual English proficiency at C1/C2 level.
• Advanced C1 knowledge of Dutch, German, Italian, or French; priority is given to Dutch and German.
• Customer-focused approach with strong interpersonal, verbal, and written communication skills.
• Ability to organize, prioritize, manage multiple tasks, meet deadlines, and work toward individual and team targets.
• Strong attention to detail, accuracy, professional judgment, problem-solving ability, and a proactive approach.
• Availability for 39 hours per week, six weeks of induction training starting 15 October 2026, and a Tuesday-to-Saturday shift from 12:15 to 20:00.

Culture & Benefits

• Home-based work with occasional Madrid office visits and remote induction training.
• Home-working IT equipment and resources provided.
• 24 days of annual leave plus a birthday day off.
• Private medical and dental insurance and life assurance.
• Flexible dress code and initiatives supporting health, well-being, ethics, and work-life balance.