Customer Service Agent Product Service

About The Company

Mediq Deutschland GmbH is a leading healthcare company operating across 14 countries with a dedicated team of over 2,500 employees. With a history spanning more than 125 years, Mediq is committed to enhancing healthcare outcomes through innovative products, services, and solutions. Our mission is to improve quality of life, maintain independence, and support medical professionals by providing high-quality medical devices and tailored healthcare solutions. We collaborate closely with hospitals, clinics, and home care providers to ensure patients receive the necessary care to live safely and independently. Our focus on sustainability, patient-centricity, and technological advancement positions us as a trusted partner in the healthcare industry, dedicated to making a meaningful difference in people's lives.

About The Role

We are seeking a dedicated and detail-oriented Customer Service Agent Product Service (m/f/d) to join our team in Liederbach am Taunus. In this role, you will be a vital link between our company, customers, and manufacturers, ensuring the highest standards of quality, safety, and customer satisfaction. Your primary responsibility will be to handle product complaints, conduct technical assessments, and facilitate effective communication between all stakeholders. You will play an essential role in maintaining our reputation for excellence by providing professional support to our clients and ensuring that all processes related to product service are executed efficiently and accurately. This position offers an excellent opportunity to work within a dynamic, innovative environment focused on healthcare solutions, with a chance to develop your skills in customer service, technical evaluation, and process management.

Qualifications

The ideal candidate will possess a completed commercial or technical education, preferably with experience in complaint management, customer service, product service, or the medical field, such as diabetes care. Strong communication skills, high service orientation, and a keen eye for quality are essential. Technical understanding is crucial to perform functional tests and assessments accurately. Proficiency in working with ERP systems, combined with a high level of process and data affinity, is required. Candidates should demonstrate a structured, independent working style, with excellent organizational skills. Fluency in German is mandatory, and good English skills (at least level B2) are necessary for communication with manufacturers and international partners. A proactive attitude, attention to detail, and a customer-focused mindset are highly valued traits for this role.

Responsibilities

• Recording and verifying incoming product complaints within the ERP system to ensure accurate documentation and tracking.
• Identifying reportable incidents and forwarding relevant information promptly to safety officers and manufacturers to ensure compliance and safety standards are maintained.
• Evaluating complaint cases by conducting technical functional tests and documenting findings thoroughly to facilitate effective resolution.
• Communicating with customers and manufacturers to clarify inquiries, organize replacements, and provide technical support as needed.
• Closing complaint cases by managing data entry, dispatching necessary documents or replacement products, and processing refunds or reminders to ensure customer satisfaction.
• Providing professional advice to customers via phone and email, including support in English when necessary, to foster trust and enhance user experience.

Benefits

• An indefinite employment contract within a future-oriented, international company.
• 30 days of annual leave to promote work-life balance.
• Flexible working hours to accommodate personal needs.
• A hybrid working model with approximately 50% remote work and 50% on-site presence.
• Competitive, performance-based salary, including a Christmas bonus.
• Employee discounts, such as JobRad bicycle leasing and access to corporate health management programs.

Equal Opportunity

Mediq Deutschland GmbH is committed to fostering an inclusive and diverse work environment. We provide equal employment opportunities to all applicants and employees regardless of gender, age, ethnicity, religion, disability, sexual orientation, or other legally protected characteristics. We believe that diversity enriches our organization and enhances our ability to serve our customers effectively. We welcome applications from individuals of all backgrounds who are motivated to contribute to our mission of improving healthcare outcomes and making a positive impact in people's lives.

Key skills/competency

• Customer Service Agent Product Service
• Complaint Management
• Technical Assessments
• ERP Systems
• Healthcare Solutions
• Product Service
• Customer Satisfaction
• Communication Skills
• Process Management
• Quality Assurance