We are seeking a dedicated and customer-focused professional to join our client's team as a Customer Service Representative with the German language.
In this role, you will handle customer queries via phone, email, and chat, providing timely and effective resolutions. You will be responsible for recording case resolutions, ensuring cases are resolved within the case lifecycle, and escalating priority issues as needed.
The ideal candidate will excel in both independent and team settings, communicate effectively with internal and external contacts, and strive to meet quality and performance standards.
Your commitment to exemplary customer satisfaction and adherence to project Key Result Areas (KRAs) will be key to your success in this position. Additional responsibilities include participating in ongoing training and performing ad hoc tasks to enhance client service and KPI improvements.
Educational / Professional Qualifications:
- Near native (interpreted as CEFR level C1) or native German language and at least intermediate English skills (B1+) in writing and speaking to understand documentation and log accurately in the client systems.
- Previous experience in an outsourced customer service environment is of advantage.
Work Experience / Responsibilities:
- Handle phone calls with customer queries and provide resolution to end users.
- Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.
- Ensure that cases are resolved within case life cycle, as per individual balanced scorecard.
- Escalate priority issues per client specifications to the immediate lead as applicable.
- Work independently and within a team.
- Communicate well with internal and external contacts.
- Provide exemplary customer satisfaction.
- Meet quality standards on all handled contacts.
- Complete hours of staffed time on all rostered days.
- Handle contacts while maintaining the targets defined for the project: response time, handle time and resolution rate aligned with Project KRAs.
- Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI.
- Attend trainings as required.
Preferred Competencies:
- Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications.
- Optimistic, friendly, positive, and self-motivated personality.
- Ability to work in team.
- Service oriented profile and with a focus on problem solving.
- Ability to work shift hours/ part time (to the extent legally possible), adapting fast on change of prioritization.
- For agents handling written customer contact: Excellent written communication skills in the relevant market language and a typing speed of minimum 50 words per minute.
- Minimum age of 18 years old.
