Customer Service Representative, German Speaker

Alliance for Recruitment is the biggest recruitment agency in the Baltics, servicing clients in CEE & Nordics and creating a brighter future for people around! We are the largest headhunting house measured by capacity, a number of successful placements, and annual growth, raising a high-performing team of recruitment experts from various industries.

Our client Dexcom, Inc. empowers people to take control of diabetes through innovative continuous glucose monitoring (CGM) systems. With headquarters in San Diego, California, Dexcom has emerged as a leader in diabetes care technology. By listening to the needs of users, caregivers, and providers, Dexcom simplifies and improves diabetes management around the world.

As a Customer Service Representative, you will interact with patients, parents, caretakers for people who use Dexcom products. Your assistance and empathy will give the entire family a sense of comfort and the ability to move forward with their lives in a positive and productive way. Working in a dynamic environment with our dedicated team, you will ensure a high-quality experience for each patient assisting with product order related inquiries, as well as post – purchase support. Your essential duties will involve answering incoming calls and emails, as well as working on back-office assignments related to order management, medical prescription administration, and support onboarding of new Dexcom device users

Essential duties and responsibilities:

• Answering incoming calls, placing outbound calls, and responding to emails in a timely manner; clearly documenting all correspondence in company CRM.
• Processing daily inbox including the use of existing machines to support the process.
• Digitizing of all documents using supporting systems.
• Archiving necessary documents.
• Check the medical prescriptions of rtCGM systems received by your customers for completeness based on the regulations of the statutory health insurance companies, initiate all relevant steps including follow-up in case of invalid prescriptions and submit a cost estimate to the statutory health insurance companies based on the prescription, taking into account the applicable contract constellation
• Checking the medical prescriptions of rtCGM systems received by your customers for completeness based on the regulations of the statutory health insurance companies.
• Troubleshooting and seeking solutions to problems related to questions and concerns received from customers.

• Customer focus and empathy, ability to listen and assist patient with their inquiries.
• > 1 year of experience in Operations/Customer Support area.
• Strong verbal and written communication skills and excellent phone manner.
• Strong ability to collaborate and drive results.
• Problem-solving skills by working independently and in collaboration with other teams.
• Intermediate or higher level of English and German language.
• Knowledge of Microsoft Word, Excel, Outlook.
• Ability to interpret reports, read and follow through documentation such as procedure manuals, operating instructions, and safety rules.

• Opportunity to work in global, innovative, fast-growing company with 8,000+ awesome colleagues.
• Flexible work.
• 5 additional vacation days.
• Health, Life and Accident insurance.
• Health and Wellness programs.
• Private Pension plan.
• Access to the best-in-class training and development programmes.
• Team buildings and events.
• Competitive salary and additional bonuses.