German Customer Service Specialist – (103504)

Teledirect helps the world’s best brands perfect their CX and elevate their sales. We operate state-of-the-art
contact centers in Singapore, Hong Kong, Malaysia, Thailand, the Philippines and now in Barcelona, Spain. We have a track record of success in the airline, luxury, insurance, banking and technology sectors.

As Asia-Pacific’s leading and most award-winning contact centre, we attribute our success over the last two
decades to our investment in people. This longstanding tradition of excellence starts by hiring exemplary talent
and providing the state-of-the-art facilities, the latest technology and outstanding learning opportunities to both
empower and accelerate career growth.

As a German Customer Service specialist, you will support our customers with heroic service skills using a variety of channels which may include Messaging, Email, chat and Telephone. You will help our customers navigate product and policies and handle queries or complaints with ease and patience.

Role Responsibilities:

  • Deal with customer queries promptly and efficiently, in accordance with company procedures

  • Process all incoming contacts from customers and manage all requests, changes and cancellations as necessary

  • Interact with a diverse customer base

  • Input and access data on multiple systems

  • Clearly and concisely log and track detail of issues arising, ensuring to report recurring queries in order to minimize repeat callers.

  • Maintain an up-to-date level of product and procedure knowledge by being attentive to and acting upon information advised in e-mail update, team meetings, training and other briefings.

  • Perform all duties in an efficient, professional and courteous manner at all times.

  • Maintain regular, consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures.

  • Pursue personal development of skills and knowledge necessary for the effective performance of the role.

  • Look at opportunities to make changes and improve the processes wherever possible.

  • Maintain at a minimum, target levels of productivity and performance, as outlined by your Manager in relation to call times, idle times and other performance metrics as they arise

  • Help maintain a good team and working environment through assisting fellow employees and participating constructively in team meetings.

  • Undertake duties of a general nature or additional tasks as may be required from time to time by your Manager or other designated authority figures.

  • Ability to write and speak fluently, clearly and concisely in German.

  • Ability to write and speak fluently, clearly and concisely in English to level C2.

  • Previous customer support experience is an advantage

  • Excellent problem-solving abilities

  • Empathetic and can communicate in a caring and friendly manner

  • Strong time management skills and motivation to exceed expectations

  • Enjoy working in a fast-paced environment

  • Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones

  • Strong team spirit with passion and drive to help users and deliver the best in customer service

Learning from inspiring leaders and being part of highly motivated teams, we provide a platform for personal and
professional growth, and the opportunities to gain key skills and competencies in the most dynamic industries.

As well as relocation assistance and a competitive salary we offer other great perks such as restaurant tickets
and free coffee, teas, fruit water as well as Happy Hours and Monday Breakfasts to get to know your
colleagues. We also offer a beautiful working environment and free Spanish lessons to help you immerse into
the Barcelona life.

Thu, 17 Jan 2019 13:32:42 +0100

Spain Barcelona

Teledirect Spain

Permanent
Agent
Language/ English, German

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