Customer Service Agent

Customer Service Specialist (M/W/D)

As a Customer Service Specialist (M/W/D), you will be the first point of contact for pharmacies, doctors, and patients. You will handle incoming inquiries about products, orders, and services via phone and email, ensuring a service-oriented and compliant processing.

You will document all contacts in a structured manner in the system and work closely with internal interfaces to efficiently resolve concerns. You will play a central role in customer support in the German market and in the DACH region, supporting the development of service processes.

Your tasks include:

• Supporting the hotline for doctors, pharmacies, clinics, end consumers, wholesalers, and field service employees
• Processing customer inquiries by phone and email in compliance with pharmaceutical guidelines
• Supporting customers and partners in the German market and providing support in the DACH region
• Handling complaints, returns, and credits
• Conducting outbound activities such as follow-ups, callbacks, and information and sales campaigns
• Working closely with internal interfaces such as Medical Affairs, Pharmacovigilance, Quality, Finance, and Sales to resolve complex concerns
• Ensuring quality, compliance, and correct forwarding of relevant information, such as adverse event reports
• Contributing to projects aimed at optimizing service processes, customer experience, and customer retention

Your profile includes:

• Experience in customer service, preferably in pharmaceuticals, healthcare, or life sciences
• Completed bachelor's degree or equivalent qualification
• Enjoyment of consulting and communicating with medical professionals and pharmacies
• Structured, reliable, and service-oriented working style with high self-motivation
• Proficient use of CRM systems and MS Office
• Fluent German and good English skills (French skills are desirable)
• Strong sense of responsibility, teamwork, and sensitivity in dealing with different stakeholders

What we offer:

• Employer-funded occupational pension scheme
• Discounted Galderma products and corporate benefits for employees
• Weekly fresh fruit, water, tea, and coffee available for the office staff
• Lunch vouchers for office staff
• Opportunity to participate in international projects
• Employee recognition program
• Wellpass
• Jobrad