Customer Service Agent (m/w/d) - Berlin

Customer Service Representative

To advance our vision and ensure sustainable growth, we are looking for an experienced and analytically minded individual for our customer service team. In this role, you will not only be the first point of contact for our customers but will also actively support your team leads through data-based analysis, process improvements, and structured feedback.

Key responsibilities include:

• Resolving customer inquiries (e.g., during onboarding, contractual, or technical issues) and ensuring a top-notch customer experience.
• Analyzing recurring customer inquiries and feedback, deriving action recommendations, and supporting the continuous improvement of our processes.
• Working closely with the operations and sales teams to ensure that customer requirements are efficiently and sustainably implemented.
• Identifying optimization potentials in customer service and actively supporting team leads in the IT- and AI-supported scaling, automation, and optimization of processes.
• Taking responsibility for the results and KPI development of your own areas, developing solutions for complex inquiries, and contributing to long-term customer satisfaction.

Your Talent

• 2–5 years of experience in customer service, ideally in a technology-driven environment.
• An analytical mindset and the ability to identify and implement data-based optimization potentials.
• Strong communication skills, empathy, and a persuasive demeanor – you can inspire customers with our product.
• A structured, solution-oriented approach and a passion for scaling, automating, and optimizing processes.
• Fluent German at C2 level in both spoken and written form, and English at B2 level.

Our Offer

Wellbeing:

• Urban Sport Club membership for your fitness
• Family & Friends Coupon for the Patronus watch
• 26 days of vacation, increasing annually by 2 days up to a maximum of 30 days per year

Learning & Development:

• Annual learning & development budget for individual learning and growth
• Clearly structured career framework for your professional development
• 360-degree feedback conversations (2x/year) for your professional and personal development

Compensation:

• Exclusive corporate benefits with great offers
• Discounts in restaurants near the office
• Free choice of hardware (Macbook or Lenovo)

Mobility & Flexibility:

• Modern office centrally located in Friedrichshain
• Snacks, drinks, and everything you need to work are available in the office
• Job ticket subsidy
• Up to 2 days per week of remote work from home

Company Culture:

• Regular company and team events to foster our cohesion
• Team spirit instead of elbow mentality – together we achieve more
• Develop a product that offers genuine social value
• A volunteering day per year where we can do something good together

__Simply. Securely. Living.

With Patronus.

We are more than just a provider of smart emergency watches. We are true visionaries. As a modern healthtech startup from Berlin with strong investors behind us, we are firmly committed to making the daily lives of seniors around the world safer and more independent. To ensure that everyone can live their life as they wish in the future.

Exactly what we achieve with our revolutionary Patronus watch.

At first glance, not recognizable as an emergency call, it allows users to easily call for help anytime and anywhere. This ensures an extra layer of security and, quite literally, saves lives. The Patronus watch itself is, however, just the door opener. It gives us the chance to develop numerous other groundbreaking products that improve the lives of older people and their relatives and caregivers. Our vision is to use the enormous possibilities of modern technology to provide the best healthcare to our customers. Thus, making the healthcare system more effective – and your life more valuable.

Sounds like a perfect job for you? We are looking forward to your application and to getting to know you!

Patronus is an employer that promotes equality and diversity. We strive to create a friendly, safe, and welcoming environment for all our employees, regardless of ethnic origin, gender, gender identity and expression, sexual orientation, disabilities, and any other characteristics. We value and treat all applications equally.

Even if you do not fully meet our profile, we still encourage you to apply.