Customer Care Associate at Vericel providing support for commercial operations in regenerative medicine. Ensure timely processing of product orders with exceptional customer service and cross - functional collaboration.
About the role
- Customer Service Agent providing support for a healthtech startup. Enhancing user experience through data analysis and process improvements in a hybrid role.
Responsibilities
- You are the primary point of contact for our customers.
- Actively support your team leads with data-driven analyses, process improvements and structured feedback.
- You resolve customer inquiries (e.g., during onboarding, contractual or technical issues) and ensure a first-class customer experience.
- You analyze recurring customer inquiries and feedback, derive recommendations for action, and support the continuous improvement of our processes.
- You work closely with the Operations and Sales teams to ensure that customer requirements are implemented efficiently and sustainably.
- You identify optimization opportunities in customer service and actively support the team leads in IT- and AI-driven scaling, automation and optimization of processes.
- You are responsible for the results and KPI development of your own areas, develop solutions for complex inquiries and contribute to long-term customer satisfaction.
Requirements
- 2–5 years of experience in customer service, ideally in a technology-driven environment.
- An analytical mindset and the ability to identify and implement data-driven optimization opportunities.
- Strong communication skills, empathy and a confident presence — you can excite customers about our product.
- A structured, solution-oriented way of working and enthusiasm for scaling, automating and optimizing processes.
- Fluent German (C2) in spoken and written form and English at B2 level.
Benefits
- Urban Sports Club membership for your fitness
- Family & Friends coupon for the Patronus watch
- 26 days of vacation, increasing by 2 days each year up to a maximum of 30 days/year
- Annual Learning & Development budget for individual learning and growth
- Clearly structured career framework for your professional development
- 360-degree feedback sessions (2x/year) for your professional and personal development
- Exclusive corporate benefits with great offers
- Discounts at restaurants near the office
- Free choice of hardware (MacBook or Lenovo)
- Modern office centrally located in Friedrichshain
- Snacks, drinks and everything you need to work are available in the office
- Commuter ticket subsidy
- Up to 2 days per week working remotely from home
- Regular company and team events to promote team cohesion
- Team spirit instead of a cutthroat mentality — together we achieve more
- Develop a product that provides real social value
- One volunteering day per year to give back together
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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