Customer Support

• Handling all incoming customer inquiries from patients and other customers via telephone and email
• Ensuring stakeholders have a point of contact
• Responsible for adherence to internal processes
• Independently processing inquiries
• Resolving concerns of these groups autonomously
• Processing daily control reports and tasks

Customer Service Representative – Healthcare

• Entwicklung und Umsetzung der Customer Service Strategie zur Sicherstellung exzellenter Kundenerlebnisse
• Analyse von Kunden und Prozessdaten zur kontinuierlichen Optimierung der Servicequalität
• Aufbau und Weiterentwicklung der Prozesse, Systeme und Standards
• Sicherstellung einer motivierenden Führungskultur sowie Förderung von Eigenverantwortung
• Entwicklung von Karrierepfaden, Coaching und regelmäßige Mitarbeitergespräche
• Ressourcenplanung
• Steuerung der täglichen Kundenservice Operations inkl. KPIs, SLAs und Qualitätsstandards
• Implementierung und Monitoring von Verbesserungsmaßnahmen zur Effizienzsteigerung
• Enge Zusammenarbeit mit Disposition, Sales und Operations
• Sicherstellung eines reibungslosen Informationsflusses für einen optimalen End to End Prozess
• Eskalationsmanagement und lösungsorientierte Zusammenarbeit bei komplexen Kundenfällen

Teamleitung Kundenservice – Region Nord

• Organize and plan trade fair transports.
• Prepare quotations and calculate prices.
• Support sales promotions and marketing activities.
• Monitor the market and acquire new customers.
• Assist and advise customers by phone, email, or in person at trade shows.

Customer Service – Messekoordination

• Serving as the go-to expert for complex cases within your area of specialisation
• Leading discovery conversations and advising customers on optimal configurations and solutions
• Resolving complex configuration issues and data pipeline discrepancies independently
• Troubleshooting and identifying bugs, and escalating issues with clear context and evidence
• Differentiating between configuration issues, data discrepancies, and technical bugs
• Identifying recurring customer challenges and sharing insights to improve team efficiency
• Creating enablement content and guidance for common issues and workflows
• Collaborating cross-functionally with Product and Customer Success teams on service and enablement initiatives

Service Support Specialist

• Optimizing and extending existing customer software systems and processes
• Resolving incidents in customer software systems according to ITIL processes
• Designing, estimating, developing and implementing new software features, including ongoing technical documentation
• Technical leadership of software change requests (planning / development / implementation)
• Ongoing independent professional development and conducting trainings for internal and external stakeholders
• Point of contact for selected customers
• Organizing and conducting customer workshops

Software Developer, Customer Services

• Independently manage customer interactions with professionalism, speed, and empathy
• Handle inquiries and complaints fairly and consistently in line with quality standards
• Support the purchase process through clear communication and confident handling of objections
• Build trust through precise, timely, and transparent communication
• Take on complex cases and collaborate closely with colleagues to ensure smooth resolution
• Consistently meet and exceed KPIs related to quality, efficiency, and customer satisfaction
• Provide feedback and ideas to improve processes, training, and workflows

Customer Experience Agent – German-speaking

• Lead a German-speaking team to ensure excellent customer service across all channels
• Professionally and empathetically handle escalated complaints and complex inquiries
• Achieve and exceed KPIs related to quality, efficiency, and customer satisfaction
• Work closely with internal stakeholders to meet company objectives and ensure a seamless customer journey
• Develop, coach, and support team members to help them reach their full potential
• Lead, motivate, and coach a team of German-speaking Customer Support Agents
• Manage team performance and ensure compliance with SLAs, KPIs, and internal policies
• Plan shifts, workloads, and task distribution within the team
• Efficiently handle complex or escalated customer issues
• Support recruiting, onboarding, and development of new team members
• Collaborate with internal teams to ensure smooth handovers and a consistent customer experience
• Promote team engagement, wellbeing, and continuous improvement initiatives

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