Your responsibilities
As our Customer Care Advisor you will be responsible for receiving and answering all national and international customer inquiries in first-level support, which concerns the entire company. That will include analyzing customer inquiries and, depending on the subject area and topic, direct processing or forwarding to the appropriate contact person. The communication on the phone will be up to 90%. In this role, you will additionally be accountable for e-mail and chat communication, maintenance, and use of up-to-date databases to provide vital information to the customers. You will also be responsible for the maintenance of the medical-scientific database (side effect reports, medical-scientific questions regarding company drugs, product complaints, inquiries regarding clinical studies) and for the front office from the Technical Service Center Receiving incoming inquiries, malfunctions, orders and queries by phone and e-mail and creating a service order in ServiceNow.
Employer requirements
Proficiency in German language and good English language skills.
Ability to maintain a positive, empathetic, and professional attitude toward customers at all times.
Min. 1 year of experience in customer service area; experience in Shared Service Center will be an advantage.
Ability to handle work under pressure, flexibility, high work ethic and professional netiquette.
What employer offers
Health and well-being: Get access to private medical care, life insurance, and sports card, receive prepaid lunch card
Work-Life balance: Enjoy additional paid days off, flexible working hours.
Learning and Development: Take advantage of co-financing for language courses, trainings, and certifications as well as other development opportunities
Employee support and engagement: Benefit from Employee Assistance Program and join employee engagement groups for support and connection.
Benefits
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
life insurance
remote work opportunities
flexible working time
fruits
integration events
computer available for private use
retirement pension plan
no dress code
coffee / tea
drinks
parking space for employees
extra social benefits
pre-paid cards
sharing the costs of tickets to the movies, theater
holiday funds
christmas gifts
employee referral program
opportunity to obtain permits and licenses
charity initiatives
family picnics
extra leave
What we offer:
We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of our diverse team!
Merck Business Solutions Europe
We are Merck, a leading global science and technology company headquartered in Germany.
We are curious explorers, courageous pioneers, and ingenious inventors. Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics.
Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and the planet.
We believe in the positive power of science and technology. It has determined our actions since 1668 and inspires us to continue researching for a future worth living. As a family-owned company with over 350 years of experience, we stand for sustainability, responsibility and innovative strength.
We take pride in being a diverse and inclusive company that values and fosters the talents and abilities of our employees. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.
Work your Magic and join Merck.