Job Responsibility:

✓ 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 – C1 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

✓ Comfortable with shift timings 24*7 and open for working on weekend and Bank holidays

✓ 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