Customer Care Advisor (German language)

Project Description

Our client, a leading international service provider, is entering the Romanian market and is looking for Customer Care Advisors for their Bucharest office. We want you to bring your contribution and be a part of the startup team. You will provide quality customer assistance for one of the world’s leading car manufacturers.

Responsibilities

  • handling native language customer contacts, including responding to incoming phone calls and written correspondence
  • spoken and written German language skills to high standard (including business correspondence), thorough understanding of the native culture
  • delivering service excellence by efficiently problem-solving and positively reacting to customer situations in a professional, polite and clear manner
  • meet standards in volume, quality, performance & attendance
  • fully investigates the Customer’s requirements using the client’s systems and procedures
  • understanding and resolving the customer request, or creating & agreeing action plans to lead to resolution.
  • accurate logging of all contacts and following up on action plans using a case management system
  • where necessary liaising with business partners – i.e. Dealers, Field Managers and internal departments to develop service request resolutions & action plans
  • escalating issues to the Team Leader, ensuring the group maintains professionalism at all times whilst working within strict service level criteria
  • ability to use English as second language during European multi-national meetings, for systems, performance evaluation and training purposes (for non UK markets)
  • performs other related duties, as assigned, flexibility towards work schedules/shift patterns


Requirements

  • good computer literacy – competent in the main Microsoft Office packages and Internet Explorer
  • demonstrated ability in using communication applications such as telephony equipment
  • customer service excellence – enjoys direct contact with customers by telephone and understanding the customer’s needs, displays diplomacy, is polite, remains calm, listens, and apologises where necessary, always portrays a professional & positive image to the customer
  • excellent written and verbal communication skills in native language, calm and methodical approach, active listening skills, listens to the customer, responds with appropriate feedback
  • advanced German language skills, understanding trainings/meetings delivered in English
  • ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritise and manage own workload
  • logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve service requests raised by customers
  • team player – helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards

Benefits

  • relocation package for candidates willing to relocate to Bucarest
  • being part of a startup team in a top BPO company
  • first-rate salary package and palette of benefits

Apply


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