Customer Service Advisors (German Language)

We are seeking dedicated Customer Service Advisors fluent in German to join our team. As a Customer Service Advisor, you will be responsible for providing exceptional customer support primarily through phone, email, and chat channels.

Requirements

• Manage inbound and outbound phone calls with customers in German, addressing their queries and concerns professionally.
• Record case resolutions accurately in the contact centre tool based on customer interactions via phone, email, chat, etc.
• Ensure timely resolution of cases within defined service level agreements and individual performance metrics.
• Escalate complex issues to supervisors or specialized teams as per established procedures.
• Work independently as well as collaboratively within a team environment to achieve departmental goals.
• Communicate effectively with internal stakeholders and external contacts to facilitate issue resolution.
• Strive to achieve high levels of customer satisfaction on all interactions.
• Adhere to quality standards for all customer interactions and maintain accurate documentation.
• Fulfill rostered hours and meet staffed time requirements.
• Handle customer contacts while meeting project KPIs such as response time, handle time, and resolution rate.
• Undertake additional ad hoc tasks that contribute to improved customer service delivery or operational efficiency.
• Attend and actively participate in training sessions to enhance product knowledge and customer service skills.

Benefits

• Salary and Health Insurance for the candidate including spouse and kids.
• Relocation package: Flight and 4 weeks of accommodation for the candidate.