Customer Service Advisor - Inbound (m/f/d)

As a Customer Service Advisor (Inbound) you are the first contact point for patients:inside and consumers, who come into contact with ForLife. With your empathic communication style and your solution-oriented thinking, you make a real difference every day. This role is based on office and telephone and requires close cooperation with our teams from sales, customer service, logistics and clinic. Take care of: Processing incoming consumer inquiries: inside via telephone, email and digital channels

clarification of non-medical questions on product handling, sample orders, delivery times and recipe processes

Support during product sampling and onboarding phase

Detection and activation of cross-selling and upselling possibilities based on the needs of the patient: inside

Clinical or medical enquiries are forwarded to our Virtual Stoma Power

Professional and sensitive handling of complaints and returns

Close cooperation with internal teams to ensure a smooth and high-quality patient experience

Required Completed vocational training or a bachelor's degree in BWL, sales, communication, health management or a related area

1–3+ years of experience in telephone-based sales services, customer service or in a consumer-oriented role

Very good German knowledge (min. C1) in word and writing as well as the ability to build trust on the phone

Experience with CRM systems and precise documentation of customer contacts

Safe in dealing with sales goals, lead tracking and conversion-oriented activities

Remarkable Experience in the Direct-to-Consumer (DTC) environment, healthcare, medical devices or pharmaceutical industry

Experience in the care of patients: in regulated or sensitive environments

Confidence with customer-oriented cross- and upselling techniques

Experience in a fast-growing or scaling company

Competence Customer focus: Trades empathically and professionally in exchange with patients:inside

Result orientation: Focuses on converting qualified leads with consistently high service quality

Organization and Planning: Effective Management of Daily Inquiries, Follow-ups and Priorities

Adaptability: sovereignty in a dynamic, evolving direct-to-consumer environment

Cooperation and communication: Effective team work with sales, customer service, marketing and clinic

Work with Sinn – Your work helps to ensure that life-improving medical devices can be reliably manufactured and used

Great team: A motivated and helpful environment that supports you

Occupational pension with 20% employer grant for a safe future

Special payments under operating agreement

Individual training offers to promote your professional and personal development

Business bike leasing for environmentally friendly and healthy mobility

Regular team events to promote strong and collegial union

Mobility or Sports Grant: Optional BVG ticket or Urban Sports Club grant

Three KO days per quarter – If you don't feel good, you don't need a medical prescription immediately