German Customer Service Agent - Remote Eligible

German Customer Service Agent

We are currently recruiting for a German speaking Customer Support agent to join our shared team. The successful candidate must also be fluent in spoken English.

The client group you are joining is part of the shared group, this means you will be trained on a second client and possibly other clients as and when required.

The shared group supports customers by call, email, chat, WhatsApp, letter and social media, you will be expected to support all channels.

You will also be required to support in English as well as the language you were hired for.

The main purpose of this role is to work closely with the client to provide professional and efficient support to their customers for in line with contractual agreements.

We offer a good benefit package as below:

• 37.5 hours contact between 8am and 5:30pm
• Learning and Development courses
• Career opportunities within the account
• Monthly incentives

What you need to do in return? Well…you need to effectively use your excellent customer service skills for customer; assist them with their inquiries over the phone or by email; advise them on products and give the best resolution. We work on a fast paced environment and flexibility matters.

Responsibilities and results:

• To respond to all customer enquires within given timescales, efficiently and effectively.
• To develop and maintain a full knowledge of client products and services.
• To be able to recognise when a problem or query should be transferred to another department or a more senior member of staff.
• To deal with all correspondence as requested/required.
• Logging of all calls accurately and in line with procedure.
• Responsible for maintaining and updating all administration.
• To consult product manuals, to be able to advise customer of appropriate options/solutions.
• To meet minimum monitoring criteria
• To meet and exceed daily/weekly targets

Pre-recruitment experience, knowledge and skills required are:

• Fluent in English and German (it is essential to handle calls in both languages)
• Experience of or aptitude for Customer Service.
• Good organisational skills.
• A minimum of 20 wpm on a keyboard.
• A working knowledge of MS Word / Excel
• Excellent communication skills and the ability to remain calm in all situations.
• Ability to work on own initiative and under pressure in order to achieve deadlines.
• ECDL qualification an advantage

We believe experiences are everything, and that happy associates are successful ones. That's why we give our people the tools and the freedom to learn, grow, have fun and be themselves.