We are seeking a Customer Service Representative (m/f/d) based within the EU, preferably in Germany, to join our team. You will be pivotal in delivering exceptional customer service by promptly responding to inquiries via phone, email, and chat. Your role will involve providing technical support, coordinating order processing, maintaining CRM records and facilitating effective communication between customers and internal teams. This position combines communication and coordination within a dynamic environment. Customer requests: Respond promptly and efficiently to customer requests via remote communications channels (phone, email, chat)
Technical Support: Provide first-level technical assistance for the products. Troubleshoot issues, guide customers through the problem-solving process and escalate complex cases to the technical teamBuild and maintain internal repositories and knowledge bases for first-level support
Supply Chain Coordination: Oversee and initiate order processing, delivery schedules and inventory levels to ensure timely fulfillment of customer orders. Coordinate with logistics and warehouse teams to achieve timely fulfillment.
Customer Relationship Management: Maintain and update customer records in the CRM system. Use CRM data to improve customer interactions and service delivery.
Communication: Act as a liaison between customers and internal departments. Effectively communicate with customers and second-level support teams through phone, email, and live chat.
Feedback and Resolution: Collect feedback from customers, analyze service issues, and help with continuous improvement initiatives.
Documentation: Document customer interactions, transactions, comments, and complaints accurately.
Compliance and Training: Stay updated on industry regulations and company policies. Participate in ongoing training to improve your product knowledge and service skills.
Commercial Assistance: Assist in the preparation of quotes and proposals for clients by addressing customer inquiries about pricing, contracts, and product availability.
Bachelor's degree or equivalent experience in a related field.Proven customer support experience, preferably in medical device/research lab equipment.Strong understanding of technical support processes and terminology.Excellent communication skills, both verbal and written.Outstanding interpersonal and customer communication skills, demonstrating empathy, patience, and a positive attitudeProficiency in CRM software, Microsoft Office Suite or similar (Google).Ability to work in a fast-paced environment and handle multiple tasks simultaneously.Strong problem-solving skills, attention to detail, and organizational skills.Fluency in English; German proficiency and/or proficiency in other languages is a plus.Competitive compensation, based on base salary and stock optionsAnnual health budget (Allianz bKV)Unique industry opportunity to perform cutting-edge research and publish high-impact publicationsKey role in a highly advanced and fast-growing startup companyAmple opportunity for personal initiatives, openness to new ideas and room for considerable personal impactImpactful product promoting better understanding and treatment of diseaseInternational and dynamic team, from over 15 different nationalitiesEnjoyable work atmosphere with an open-door and open communication mentalityPermanent employment contract, providing stability and long-term career growth opportunities30 vacation days and excellent work-life balanceAny questions? Please contact:
Sandra Schärli
Senior Talent Acquisition Manager
mail: ********