Overview of Better2Know
Better2Know is a global leader in sexual health testing and wellness services, committed to making healthcare accessible, reliable, and discreet for everyone. With a focus on excellence, we provide high-quality diagnostic solutions through a trusted network of clinics, skilled professionals, and advanced laboratories.
Our mission is to empower individuals to take control of their health in a compassionate and inclusive environment. By joining our team, you will play an essential role in improving lives—helping patients feel supported, informed, and respected. Be a part of Better2Know and make a meaningful impact on global health and patient well-being every day.
What does this position do?
This position is to be the first point of contact, answering phone calls with professionalism and enthusiasm.
You will drive sales by effectively communicating our services while ensuring every interaction provides an excellent experience for our clients.
Hours
The hours for this job will vary each week to provide Spanish and English speaking coverage in the morning, afternoon and evenings.
Job Description
· Engage with customers to sell sexual health and wellness tests in response to inbound sales inquiries.
· Understand customer needs by listening attentively, answering questions, and offering solutions that align with our services. Build positive relationships to earn customer trust and respond to all patient queries to a five-star standard.
· Maintain accurate and up-to-date information in systems, verifying data against other sources.
· Address first line complaints and gather feedback to improve service quality.
· Stay informed about developments in healthcare and updates within the company.
· Contribute to team and company projects, as assigned, to support overall business goals.
Key Performance Indicators
Key performance indicators for this position include:
1. Call Volume KPIs
· Number of Calls Answered: The total number of inbound calls answered in a specific period (daily, weekly, or monthly).
2. Sales Performance KPIs
· Sales Conversion Rate: The percentage of calls that result in a successful sale. It is a direct measure of a salesperson's ability to close deals.
· Average Sale Size: The average sale value of each closed sale. It indicates how much each successful deal contributes to overall sales.
· Revenue Generated: The total amount of revenue generated from sales within a specific period. It’s a primary indicator of a salesperson's success.
3. Efficiency and Productivity KPIs
· Average Call Duration: The average time spent on each call. Longer calls may indicate more in-depth conversations, but efficiency is also crucial to manage time effectively.
4. General
· Attendance: being on time and present for work
· Meeting Deadlines: keeping promises made to patients, colleagues and managers
Personal Attributes
· Proven experience in telesales with a strong sales performance record: Insight into effective sales techniques and strategies, beyond just telesales experience.
· Genuine commitment to assisting individuals in accessing testing services: Strong ability to understand and relate to the concerns of patients and customers
· Exceptional proficiency in both written and spoken English, Spanish and one other language, coupled with a professional telephone demeanour.
· High levels of patient care and compassion, ensuring a supportive environment for clients: Capacity to think critically and resolve issues effectively.
· Strong organisational skills to manage tasks efficiently.
· Results-oriented with a demonstrated ability to complete tasks effectively.
· Eagerness to learn about sexual health and the products and services offered by Better2Know.
· Meticulous attention to detail in all aspects of work.
· Proficient in various IT applications, including Microsoft Word, Excel, and internet navigation.
· Enthusiastic about embracing new challenges and opportunities for growth.
Growth Opportunities
Upon successfully achieving set goals, you can become a Senior Patient Services Executive or transfer to the operations team. We would expect this to take between 12 to 18 months.
About this job description
Better2Know is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This job description is intended to convey essential information about the scope of the position and is not intended to be exhaustive. Responsibilities, hours of work, place of work, and tasks may be subject to change based on organisational needs.
This document is not a contract of employment.
The salary range includes your sales commission, which is uncapped.
Job Type: Full-time
Pay: 18,000.00€ - 25,000.00€ per year
Ability to commute/relocate:
- 29002 Málaga, Málaga provincia: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Are you able to work afternoons and evenings?
Experience:
- Telesales: 2 years (Required)
- Customer Service: 1 year (Preferred)
Language:
- English (Required)
- Spanish (Required)
- Another European Language (Preferred)
Work Location: In person
