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About the Role

As a Junior Customer Experience Consultant, you will be a central support for your team, ensuring smooth workflows and contributing to customer satisfaction and sustainable growth. You will efficiently handle customer inquiries and maintain high data quality, ultimately making healthcare professionals' work easier so they can focus on patient care.

Responsibilities

• Support your team operationally by ensuring smooth daily operations through standardized processes in customer portfolio management.
• Evaluate and forward customer inquiries, checking incoming requests, coordinating handoffs within the team, and ensuring efficient processing.
• Maintain high data quality by managing and updating customer data and documenting interactions and key information.
• Set up and optimize product settings in Doctolib to enhance customer user experience.
• Guide customers through all phases of collaboration, including contract finalization, cancellations, and organizational matters like license transfers.
• Collaborate closely with your team to implement operational priorities and contribute to customer satisfaction, retention, and growth goals.

Requirements

• Previous customer-facing experience, such as an internship in Customer Success, Customer Service, Inside Sales, or similar operational roles as a career changer.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• Independent and solution-oriented work style, taking initiative and focusing on solutions.
• Attention to detail, valuing data quality and accurate documentation.
• Strong communication and customer-centric approach via email, phone, or internal chat.
• Fluent German (min. C1) and good English (min. B2) language skills.

Skills

• Customer Success
• Customer Service
• Inside Sales
• Organizational Skills
• Problem-Solving
• Attention to Detail
• Data Quality
• Documentation
• Communication
• Customer Orientation
• CRM Systems (e.g., Salesforce)
• Data Analysis

Location

• Berlin

Work Type

• Full-time
• Permanent employment

Experience Level

• Junior

Benefits

• Doctolib-sponsored Deutschlandticket for office or hybrid work.
• 28 vacation days + 1 additional day per full year of employment (max. 30 days).
• Company health insurance with additional benefits.
• Company pension plan (bAV) with a 40% employer contribution (15% during probation).
• Doctolib Parent Care Program including extra parental leave (1 month).
• Free mental health and coaching sessions via an external partner.
• Healthy snacks and a regular breakfast buffet.
• Meal vouchers.
• Subsidized sports activities with Urban Sports Club.
• Flexible working hours, additional time off for medical reasons, and psychological support for caregivers and employees with disabilities.
• Participation in Doctolib's long-term employee stock option program DoctoGrowth.

About the Company

• Doctolib's mission is to improve everyone's health by shaping the future of healthcare – making it digital, accessible, and better for all.
• The company aims to simplify the work lives of healthcare professionals, allowing them more time for patient care.

Equal Opportunity

• We evaluate applications solely based on qualifications and motivation, and do not tolerate discrimination.
• We invite applications regardless of gender, religion, age, sexual orientation, ethnic origin, or disability.
• To ensure equal opportunities, you may omit information such as photos or age in your application.
• Please inform us of any accommodations needed to support you best.
• All provided information will be processed by Doctolib for application management. Contact hr.dataprivacy(at)doctolib.com for data processing details or to exercise your rights.