Customer Care Germany Remote

About ViCentra

Worldwide, over 30 million people with diabetes are insulin dependent. This means they need insulin to manage their blood glucose levels. They can either give themselves multiple daily injections, or use an insulin pump, which administers insulin on a continuous basis around the clock.

At ViCentra, we’re on a mission to design an insulin pump that delivers not just a best-in-class performance, but also gives our users an experience that empowers and excites them. Something a bit different from the usual medical experience

It’s simple really: people with diabetes are people - not patients.

Our philosophy is all about simplicity, helping to carry some of the weight of day-to-day diabetes management for the user, adding a splash of colour and a whole lot of freedom Kaleido is one of the smallest insulin pumps in the world. We have 10 colour combinations, from bright and joyful to sleek and chic. We want our users to wear their Kaleido proudly. Its size makes Kaleido discreet and easy to wear, so Kaleidoers can forget about diabetes (for a while, at least) and focus on what truly matters - living life on their own terms

ViCentra was founded in 2013 in the Netherlands, and while we still call Utrecht our home, we’ve now branched out to France and Germany, too. We're gearing up to spread our magic even further, with concrete plans to extend across Europe in 2024. We are CE marked, with in-house development and manufacturing, a state-of-the-art HQ, and a diverse and energetic team hailing from over 30 countries worldwide We’re backed by heavyweight investors like EQT, INKEF, and Invest-NL, all helping us to launch our rocket ship journey and forge a steady course.

We’d love you to travel with us.

The position

As part of our Customer Care team you will be providing multi lingual industry leading customer service, troubleshooting, and technical support to our Kaleido users. You will have the opportunity to make a significant impact within a small, motivated team with duties including:

- Answering calls from our distributor and customers, mainly from Germany, you will act as a brand representative of Kaleido, ensuring we empathetically listen and solve as many issues as possible with a smile on our face.
- Handle second level complaints for Germany and making sure that information is complete for our investigation department
- Be an expert in transferring product knowledge to our customers
- Support complaint reporting and facilitating the legal and regulatory controls required of a medical device
- Presenting and delivering information to potential clients and providing onboarding training to our new customers
- Working with the sales team to help onboard new users by researching and qualifying new leads from digital campaigns, conferences, references, etc.
- Communicating with customers, making outbound calls to potential customers and following up on leads
- A genuine interest in helping others
- Experience in a customer care focussed role
- Ability to learn technology quickly through instruction and self-training and the flexibility to adapt to a changing environment
- Exceptional attention to detail
- Ability to work well under pressure and meet deadlines
- Excellent presentation and communication skills
- Strong administrative skills
- Excellent written and spoken German and English
- Excellent planning and organizational skills
- Flexibility to be available outside of normal working hours (rotating on-call rota)
- It’s a bonus if you also have:_
- Knowledge of diabetes (and even better insulin pumps)
- Experience with CRMs/Salesforce

What we offer

In addition to working on a ground-breaking new product, you’ll be working in a small, friendly and highly motivated team; all ideas are welcomed, and great work is rewarded. We’re also offering:

- Meaningful work
- Full autonomy in your work
- A very competitive salary
- 30 days holiday per year (pro rata)
- 40 hours per week
- The possibility to work off-site, including from home from another country
- Travel allowance (when commuting)
- Multi-cultural working environment
- A work environment where you can develop your skills, learn from the best and be rewarded for your imagination