Junior Customer Experience Consultant

About the role

Join our mission to modernize healthcare by improving digital access for everyone. As a junior consultant, you will manage client inquiries and maintain data accuracy to ensure our operational success and long-term customer satisfaction. You will serve as the primary point of contact for clients, addressing their questions and resolving issues with empathy and precision. In this capacity, you will safeguard the integrity of client records while contributing to the reliability of our platform. Your work will directly influence customer retention and the overall perception of Doctolib's brand. You will play a crucial role in translating complex product functionalities into clear guidance for users. This position requires a proactive approach to problem-solving and a commitment to process excellence. Every interaction you handle will help build trust and support the growth of digital healthcare across Germany.

Key facts

What you'll do

• Execute standardized workflows to manage your assigned client portfolio and ensure timely follow-up.
• Assess incoming customer requests and determine the appropriate internal pathway for swift resolution.
• Update and verify client information in records while maintaining a precise log of all interactions.
• Configure and modify product parameters within the Doctolib platform to enhance usability and user experience.
• Lead clients through every stage of their journey, including onboarding, contract management, cancellations, and license transfers.
• Synchronize with cross-functional teammates to achieve key performance indicators related to retention and expansion.
• Monitor account health and identify risks or opportunities to strengthen the client relationship.
• Provide clear, structured responses to inquiries via phone, email, and internal communication channels.
• Utilize the Doctolib administrative tools to resolve issues and implement improvements for customer needs.
• Support the creation of documentation and process outlines to assist in the training of new team members.
• Track recurring issues and escalate complex cases to specialized teams for further investigation.
• Contribute to the development of best practices that improve the efficiency of the customer experience function.
• Analyze interaction patterns to help refine the user journey and reduce friction in digital healthcare services.
• Act as an ambassador for the company by demonstrating reliability, transparency, and professionalism in all client exchanges.

Requirements

• Possess initial professional experience in customer-facing roles such as customer success, support, or internal sales.
• Demonstrate strong organizational abilities and the capacity to prioritize tasks in a fast-paced, dynamic setting.
• Exhibit an independent, solution-oriented mindset while maintaining a collaborative approach within team environments.
• Show high attention to detail regarding data accuracy, completeness, and consistent documentation standards.
• Communicate professionally and effectively using phone, email, and internal chat platforms.
• Hold fluency in German at a minimum C1 level and possess proficient English skills at a B2 level.
• Adhere to company policies and procedures while maintaining confidentiality and data security.
• Display reliability in meeting deadlines and managing multiple responsibilities simultaneously.

Nice to have

• Bring experience in the healthcare sector, specifically within medical practices or clinic environments.
• Show technical aptitude for software products and the ability to explain complex features to non-technical users.
• Have experience with CRM systems such as Salesforce, working with dashboards and data-driven decision-making tools.

Practical notes

• This is a full-time, permanent position based in Berlin, Germany, with an immediate start date.
• The selected candidate will benefit from a structured onboarding process, including a talent interview, a hiring manager interview, a final interview with a case study, and thorough reference checks.
• The compensation package includes 28 vacation days annually, increasing to 30 days based on tenure.
• You will receive support for public transportation through a sponsored Deutschlandticket.
• The role offers company-paid health insurance and a retirement plan with a 40% employer match, 15% during the probationary period.
• Additional benefits include participation in the DoctoGrowth equity program, a Parent Care program offering one month of extra leave, mental health coaching, meal vouchers, and access to the Urban Sports Club.
• Specific accommodations are available for caregivers and employees with disabilities, including flexible working hours and medical leave options.
• Please note that only information explicitly stated in the source document is included in this job page, and no additional details have been inferred or added.