Customer (Insights and) Care Agent (m/f/d, student)

at  Maximon

ABOUT US

Founded in 2022, Frieda is committed to revolutionizing women’s health with a primary focus on addressing menopause-related symptoms. In a world where health meets technology, Frieda emerges as a pioneering force, devoted to transforming the menopause journey into a seamless, empowering, and informed experience.

YOU’LL FIT GREAT WITH THESE SKILLS AND VALUES

• Bachelor’s or Master’s degree in (clinical) psychology or related.
• A brilliant command of the German language in verbal, written or face-to-face.
• A positive attitude and a strong desire to understand and help customers.
• Ability to handle high-stress situations calmly and effectively.
• Strong problem-solving skills and high level of attention to detail.
• Strong project management skill set and an autonomous working style.
• A proactive and creative approach to enhancing our customer experience.
• Excellent communication and collaboration skills.
• Experience working in a fast-paced environment.
• Previous experience in customer service and/or quantitative and qualitative research is a large plus.

THE ROLE

As Customer (Insights and) Care Agent at Frieda, you will have the opportunity to work closely with our product managers, engineers, designers and medical experts during an exciting phase of innovation and growth, building and shaping our new eHealthcare company. You will be the first point of contact for our customers providing assistance and resolving issues in our online courses based on cognitive behavioural therapy to ensure a positive customer experience and unlocking new insights to advance our product development.

TASKS AND RESPONSIBILITIES

• Customer Assistance: Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner.Issue Resolution: Troubleshoot and resolve customer issues effectively, escalating complex cases to the appropriate team members or departments as needed.
• Product Knowledge: Maintain a deep understanding of our products/services to provide accurate information and guidance to customers.
• Documentation: Accurately record and update customer interactions and issues in the CRM system.
• Feedback Collection: Gather and relay customer feedback to help improve our products, services, and customer experience. Also support in executing customer research activities (e.g. surveys, interviews) to generate more insights.
• Follow-Up: Ensure customer issues are fully resolved by following up on pending cases and providing updates to customers.
• Team Collaboration: Work closely with other team members and departments to ensure seamless customer support and share best practices.
• Policy Adherence: Adhere to company policies, procedures, and quality standards in all customer interactions.