Customer Service Representative

October 19

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NVision Imaging Technologies

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MRI • NMR • Quantum Optics

51 - 200

Description

• 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 • Respond promptly and efficiently to customer requests via remote communications channels (phone, email, chat) • Provide first-level technical assistance for the products • Troubleshoot issues, guide customers through the problem-solving process and escalate complex cases to the technical team • Build and maintain internal repositories and knowledge bases for first-level support • Oversee and initiate order processing, delivery schedules and inventory levels to ensure timely fulfillment of customer orders • Maintain and update customer records in the CRM system • Act as a liaison between customers and internal departments • Collect feedback from customers, analyze service issues, and help with continuous improvement initiatives • Stay updated on industry regulations and company policies • Assist in the preparation of quotes and proposals for clients by addressing customer inquiries about pricing, contracts, and product availability

Requirements

• 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 attitude • Proficiency 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

Benefits

• Competitive compensation, based on base salary and stock options • Annual health budget (Allianz bKV) • Unique industry opportunity to perform cutting-edge research and publish high-impact publications • Key role in a highly advanced and fast-growing startup company • Ample opportunity for personal initiatives, openness to new ideas and room for considerable personal impact • Impactful product promoting better understanding and treatment of disease • International and dynamic team, from over 15 different nationalities • Enjoyable work atmosphere with an open-door and open communication mentality • Permanent employment contract, providing stability and long-term career growth opportunities • 30 vacation days and excellent work-life balance