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About the Role
FORMEL SKIN is building one of Europe's leading digital health platforms, aiming to improve millions of lives through personalized treatments in dermatology, weight management, and prevention. We are seeking empathetic and driven Customer Care Agents to guide patients through their weight management journey.
Responsibilities
- Serve as the first point of contact for patients, providing friendly, solution-oriented, and peer-level support.
- Respond to email inquiries promptly, accurately, and courteously; chat/phone support will be added later.
- Assist with payment issues, order processing, and general questions about products and treatments.
- Analyze recurring issues and provide structured feedback to Medical, Product Management, and Business Development teams.
- Contribute to optimizing customer care processes.
- Propose ideas for continuous improvement of the patient experience.
Requirements
- Strong service orientation with patience, empathy, and the ability to find solutions in stressful situations.
- Excellent German communication skills, both written and verbal, ensuring clear and error-free communication.
- Motivated, enthusiastic, and flexible with a proactive approach to challenges.
- Structured, reliable work style with a hands-on mentality and high quality standards.
- Proficient in common tools like MS Office or Google Workspace, with a quick ability to learn new systems.
- Basic English skills for internal communication.
Skills
- Customer Service
- Communication
- Problem-Solving
- MS Office
- Google Workspace
Location
- Berlin
- Remote
Work Type
- Hybrid
- Full-time
Experience Level
- Entry Level
Benefits
- 28 days of vacation per year
- Navit or Urban Sports Club membership
- Personal development budget (training, courses, books)
- Hybrid work model (Office Berlin + Remote) with modern equipment
- Attractive office in Berlin with good transport links
- Employee discounts on products
- Regular company events, team budget, and employee referral bonuses
About the Company
- FORMEL SKIN is part of the Voy family and is building one of Europe's leading digital health platforms.
- Our goal is to improve health through personalized treatments in dermatology, weight management, and prevention.
- We aim to make highly effective treatments easily accessible and improve the quality of life for our patients.
- We are the market leader in Germany and experiencing strong growth.
- We foster a great team with strong cohesion, an open feedback culture, and a true sense of togetherness.
- We offer an open, feedback-oriented culture with short decision-making processes.
- Close collaboration with Medical, Product, and Operations teams allows for direct impact visibility.