Job Descriptions:
- We’re looking for detailoriented and thoughtful people to join our teams. You’ll be tasked with answering customer questions through calls and need to be able to think on your feet, communicate clearly and effectively, and empathize with customers who are struggling to solve a problem.
Requirements:
- 2+ years of customer service experience
- 1 year of management experience (would be an asset)
- Excellent written and verbal communication in both German and English
- Attention to detail (i.e. verify all details are submitted, able to identify missing information)
- Good use of Google Suites, Microsoft Excel, Word & PowerPoint Office suite.
- Proven experience using Customer Service tools (Ticketing software, Email platforms, chat & phone software, etc.)
- Strong problemsolving skills
- Prior experience serving clients in a B2B environment
Duties:
- Ensure achievement of Client KPIs.
- Ensure the team is organized effectively to maximize productivity
- Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.
- Daily report to the delivery manager on team performance against KPIs
- Handle escalations, and assist agents by providing support on customer queries
- Time management of staff breaks and schedules to ensure no impact on production
- Communicate all processes; client changes and notifications to agents in a timely manner
- Highlight concerns that impact team performance
- Conduct preshift team meetings on a daily basis setting focus and priorities for the day to ensure the productivity of the agents along with their KPIs
