Job Responsibilities:

• Efficient and effective response to German-speaking customer inquiries through all available channels (phone, chat, tickets, etc.)
• Identify customer needs and ensure that they are taken into account when providing a customer-oriented service
• 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 
• Follow the agreed processes for resolving customer inquiries and, if necessary, make their own contribution to process improvement.
• Independent management of customer interaction to ensure that all agreed quality characteristics are met and exceeded.
• Demonstrates appropriate sense of urgency for customer responses
• All other duties as assigned

Requirements:

• Strong verbal communication skills in German language (Minimum Proficiency level –   B2+ and above)
• High problem-solving skills
• Should know basics of computer and knowledge of MS Office (Word, Excel, PowerPoint) and latest operating systems
• Typing 20 WPM and 80% accuracy. Ability to present value-adding solutions to customers
• High emotional intelligence and soft skills with the ability to serve high-profile customers 
• Achieve goals on time with excellent customer care
• Ability to learn, acquire knowledge and develop yourself 
• Experience in a multi-system environment
• Preferably 0-3 years of experience in a contact center or customer service environment

Preferred Competencies:
 

• Demonstrates a strong customer service orientation
• Takes responsibility to follow up with customers to ensure their needs and expectations are satisfied and promises are kept friendly and upbeat style
• Ability to handle difficult or irate customers effectively
• Ability to set expectations and deliver information in a positive and articulate way
• Solves routine problems effectively, gathering the information necessary from the customer
• Investigates and takes action to meet customer’s needs
• Applies systematic approach to solving problems
• Professional and positive in interactions with others and is able to establish rapport quickly
• Treats others with courtesy and respect
• Able to adjust his/her behavior and communication to accommodate working styles and perspectives of diverse individuals