About the job
Job Responsibility
ü Efficient and effective response to German-speaking customer inquiries through all available channels – Voice Process.
ü Identify customer needs and ensure that they are taken into account when providing a customer-oriented service
ü Ensure that service level agreements are met by accurately completing the required tasks and positive communication with all parties involved (2nd line, 3rd line, etc.) to enable timely problem resolution
ü Follow the agreed processes for resolving customer inquiries and, if necessary, make their own contribution to process improvement.
ü Independent management of customer interaction to ensure that all agreed quality characteristics are met and exceeded.
ü Demonstrates appropriate sense of urgency for customer responses
ü All other duties as assigned
Requirements:
ü Strong verbal communication skills in German language (Minimum Proficiency level B2+ and above)
ü High problem-solving skills
ü Should know basics of computer and knowledge of MS Office (Word, Excel, PowerPoint) and latest operating systems
ü Typing 25 WPM and 80% accuracy. Ability to present value-adding solutions to customers
ü High emotional intelligence and soft skills with the ability to serve high-profile customers
ü Achieve goals on time with excellent customer care
ü Ability to learn, acquire knowledge and develop yourself
ü Experience in a multi-system environment
ü Preferably 0-3 –years of experience in a contact center or customer service environment
Preferred Competencies:
ü Demonstrates a strong customer service orientation
ü Takes responsibility to follow up with customers to ensure their needs and expectations are satisfied and promises are kept
ü Friendly and upbeat style
ü Ability to handle difficult or irate customers effectively
ü Ability to set expectations and deliver information in a positive and articulate way
Investigates and takes action to meet customer’s needs
ü Solves routine problems effectively, gathering the information necessary from the customer
ü Applies systematic approach to solving problems
ü Professional and positive in interactions with others and is able to establish rapport quickly
ü Treats others with courtesy and respect
ü Able to adjust his/her behavior and communication to accommodate working styles and perspectives of diverse individuals
Only German speakers will be eligible
Candidates willing to relocate to Europe, please apply
