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Customer Care Agent
FORMEL SKINCustomer Care Agent at FORMEL SKIN assisting patients in their skin health journey. Engaging with inquiries via email and helping to optimize customer care processes.
About the role
Key responsibilities & impact- You are the first point of contact for our patients — friendly, solution-oriented, and treating them as equals.
- You respond to inquiries by email — and, in the future, via chat/phone — quickly, accurately, and courteously.
- You assist with payment issues, order processing, and general questions about our products and treatments.
- You analyze recurring issues and provide structured feedback to Medical, Product Management, and Business Development.
- You contribute to the optimization of our customer care processes.
- You propose ideas for the continuous improvement of our patients' experience.
Requirements
What you’ll need- Strong service orientation — patience, empathy, and a genuine enjoyment in finding appropriate solutions even in stressful situations.
- Excellent written and spoken German; clear, error-free communication.
- Motivated, enthusiastic, flexible — not afraid of challenges.
- Structured, reliable approach to work, hands-on mentality, and high quality standards.
- Confident use of common tools (e.g., MS Office or Google Workspace) and a quick aptitude for new systems.
- Basic English skills for internal collaboration.
- Some experience in customer service/support, ideally in e-commerce, telemedicine, or D2C.
- Knowledge of ticketing/CRM systems (e.g., Zendesk, Freshdesk, or HubSpot) and knowledge base systems.
Benefits
Comp & perks- 28 days of annual leave
- Navit or Urban Sports Club membership
- Budget for personal development (training, courses, books)
- Hybrid work (Berlin office + remote) with modern equipment
- Attractive office in Berlin with good transport links
- Employee discounts on our products
- Regular company events, team budget, and employee referral bonuses
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceorder processingpayment issuesticketing systemsCRM systemsknowledge base systems
Soft Skills
service orientationpatienceempathysolution-orientedflexibilitystructured approachreliabilityhands-on mentalityhigh quality standardsclear communication