Customer Care Specialist (German Speaker) (m/f/d)

Job description

Headquartered in Tokyo, Japan, Evident employs around 4,500 people at a total of 57 locations worldwide. Evident Europe, headquartered in Hamburg, Germany, employs approximately 770 people in 16 countries. The product portfolio includes a wide range of microscope systems used in clinical diagnostics, medical and basic research, as well as in various industrial areas. In addition, Evident offers videoscopes, products for non-destructive testing techniques and for X-ray fluorescence analysis. Tasks Interact with customers via phone, email, chat, or in-person to provide assistance, answer questions about products, services, order status etc. and resolve issues in a prompt and professional manner leading to positive customer experience and satisfaction. Handle and resolve technical inquiries from service and sales teams as well as end customers for technically sophisticated products Create customer accounts and maintain the customer data up to date & clean to support all the CC processes. Cooperate with the master data specialist to support continuous improvement of master data related processes. Provide remote customer training for Evident instruments and application software to end customer Collaborate with product units, including application specialists and software/hardware development teams Participate in regular internal and external training and development programs Document and report customer-reported errors - ETQ (Excellence Through Quality) with problem-resolution tools Investigate and resolve customer complaints or concerns, resolve potential returns, escalating complex issues to the appropriate internal departments when necessary, and ensuring timely resolution. Make sure the root causes of the issues are being addressed and resolved. Requirements Relevant experience in customer service, sales support, technical support or a related role required. Professional working proficiency in English and German Strong problem-solving abilities and a collaborative mindset Proficiency in common office software (e.g., Microsoft Office) Previous experience with microscopy would be an advantage Benefits Working from home up to 50% of the time Multisport card Supplementary pension contribution Meal voucher flat rate Extra week of vacation Public transport allowance Massages Fitness centre in the office Above-standard healthcare (ComfortCare) Corporate canteen Sodexo Flexi Language courses Sick days (4 days/year) Anniversary awards for years worked (10, 15, 20, 25, 30)