Customer Service Agent

Montu UK Limited

Job Overview

Location

Germany

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for B2B customers, primarily pharmacies, medical clinics, and physicians, guiding them through the entire customer journey from onboarding to long-term partnership.
• Manage end-to-end order processing, including monitoring delivery status and ensuring timely, secure delivery of products to business partners.
• Resolve customer issues proactively and solution-oriented, including delivery delays, complaints, and complex inquiries, maintaining the highest service quality standards.
• Provide support to patients of the teleclinic "Alternaleaf" as needed, ensuring seamless service across both B2B and patient-facing channels.
• Collaborate closely with logistics, sales, and compliance teams to optimize internal processes and improve customer experience.
• Accurately document all customer interactions in the ticketing system, ensuring high data quality and complete audit trails for all communications.
• Maintain strict adherence to regulatory standards inherent in the medical and pharmaceutical sectors when handling customer requests and information.
• Act as a liaison between customers and internal departments to escalate issues, share feedback, and drive process improvements based on real-time customer insights.
• Handle inquiries in both German and English, ensuring clear, professional, and empathetic communication tailored to healthcare professionals and patients.
• Utilize modern ticketing systems (e.g., Zendesk) to manage, track, and prioritize customer requests efficiently.
• Contribute to a remote-first, mission-driven culture by taking ownership of customer relationships and actively participating in team collaboration across time zones.
• Support the company’s mission to transform healthcare access in Germany through digital, patient-centered solutions by ensuring reliable and compassionate service delivery.
• Adapt to a fast-paced startup environment with evolving processes, where initiative, structure, and calm under pressure are essential for success.
• Maintain confidentiality and compliance when handling sensitive health-related customer data in accordance with industry regulations.
• Proactively identify opportunities to enhance customer satisfaction and operational efficiency through feedback loops and process suggestions.

🎯 Requirements

• Several years of proven experience in customer service with a strong focus on B2B environments
• Prior experience working in medical, pharmaceutical, or similarly highly regulated industries
• Native or fluent German and fluent English language skills
• Proficient use of modern ticketing systems such as Zendesk
• Strong customer-centric mindset with empathy, engagement, and a "Customer First" approach
• Ability to work structured and remain calm in a dynamic, fast-paced environment

🏖️ Benefits

• Shape the future of healthcare in Germany through innovative telemedicine solutions
• Join a mission-driven, international team with a collaborative remote-first culture
• Work in a fast-growing startup where your contributions have direct impact
• Enjoy flexibility, autonomy, and strong growth opportunities

Skills & Technologies

Remote

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Montu UK Limited

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About Montu UK Limited

Montu UK Limited operates as a technology-driven medical cannabis platform. It connects patients, doctors, pharmacists and suppliers through proprietary software, enabling secure prescriptions, home delivery and ongoing care management. The company integrates telehealth consultations, electronic prescriptions and logistics to streamline access to regulated cannabis-based medicines while maintaining compliance with UK healthcare regulations.

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