Customer success & onboarding officer (w/m/x) (NL & FR)

DOCTENA is a company dedicated to improving access to healthcare by enabling patients to book appointments online and via mobile apps. We are the market leader in countries we operate in: Luxembourg, Belgium, Netherlands, Germany, Switzerland, and Austria.

If you are looking for a fast-moving growth oriented start-up in Digital Healthcare, this is it!

The role of Customer Care Officer 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 responsibilities will be to :

• Manage the end-to-end onboarding process for new customers.

• Guide customers through product setup, configuration and conduct onboarding sessions/ trainings.

• Monitor onboarding progress and proactively resolve any challenges.

• Coordinate with Sales, Support, and Technical teams to ensure successful customer implementation.

• Conduct regular follow-ups to maintain strong customer relationships.

• Understand the reasons behind customer dissatisfaction and propose appropriate solutions.

• Manage cancellation requests and apply customer win-back initiatives.

• Monitor customer engagement and encourage consistent product usage.

• Collect and analyze customer feedback to address recurring issues.

• Act as the main point of contact for customers throughout their journey.

• Build and maintain strong, long-term relationships with customers.

• Ensure customers achieve their objectives and receive maximum value from the platform.

• Conduct customer satisfaction check-ins and follow-up meetings.

• Collaborate with internal teams to continuously improve the customer experience.

You will join a team of young passionate people dedicated to building the best online medical service offering in Europe. The position will be fully remote with an occasional visit to the headquarters in Luxembourg.
We offer a full-time contract with an attractive salary package and benefits according to your experience.
We consider working for a promising startup to being 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.

• You bring a high school diploma, a general education degree or equivalent

• You have knowledge of customer service principles and practices, as well as relevant computer applications

• You have strong communication skills – verbal and written

• You are very comfortable with working with computers and IT systems

• You love problem analysis and problem-solving

• You give attention to detail and accuracy

• You like working in a team.

• You find it easy to integrate a team and are able to balance autonomy vs teamwork.

• You are hands-on and not afraid of unknown situations.

Language skills

Language skills are very important in this role. You speak and write  a combination of Dutch / French the common office language is English.