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German Customer Support Executive

Posted 14 December 2017 by Critical Resourcing Ended

Our client is a large software business - their clients are Restaurants.


Languages: English & German

Standard working hours, Mon - Friday 08:00 - 16:30 or 09:00 - 17:30.
However needs to be flexible in terms of shift patterns - Mon - Fri 8am - 8pm and 1 in 3 Sat 9am - 5pm (day off given in lieu of day worked)

Key responsibilities:

Interact with client to provide and process information in response to all inbound enquiries and requests about products and services, via various contact channels

  • Responding to all client service queries to agreed SLA’s / KPI’s for inbound channels Effectively use Contact centre technology and Salesforce to record and report on queries
  • Identify and provide effective solutions for any issues that arise and ensure that all relevant information is made available to management and account team.
  • Proactively manage own workload and escalate to 2nd Level support / Account team as required and in line with department instructions
  • Record and proactively work to resolve all client complaints
  • Assisting all relevant teams with any relevant client service related projects/tasks
  • Proactively develop skills and knowledge through effective use of systems
  • Ensure client are kept up to date in terms of any queries raised, if unable to resolve on 1st contact
  • Communicating with various internal departments and the team in India, as required, to resolve client queries

Effectively use Salesforce & Contact centre technology, in order to ensure the company has up to date and accurate information on all client accounts and your activities concerning these at all times

  • Conversations & Queries
  • Contacts and up to date client information
  • Price plans and products in use
  • Competitors in use

Pro-actively identify opportunities when dealing with all client queries

  • Work with account team to proactively identify all opportunities when dealing with clients
  • Proactively work to retain clients through effective client support and follow up
  • Proactively log client and product information
  • Assist the account team with proactive calls to our groups / casual chains, to undertake courtesy calls and measure site satisfaction.
  • Assist and undertake other projects as required by the business.

Required skills and experience:

The ideal candidate will have

  • Proven Customer Service experience, (at least 2 years in a contact centre helpdesk environment)
  • Previous IT technical helpdesk experience would be beneficial.
  • Self-starter with a good work ethic, able to work independently or as part of a team
  • Extremely organised with good time management skills
  • Service minded, ideally with experience of dealing with demanding customers.
  • A hands-on problem solver, resilient, proactive mind set, with the ability to handle customer objections / complaints
  • An excellent team player, flexible approach to differing work tasks and fluctuating priorities
  • A good communicator, with excellent use of verbal and written English
  • Able to absorb and disseminate information clearly to others

Required skills / education

  • Fully computer literate (essential), with knowledge of Excel
  • Fluent English (essential) and one European languages as indicated
  • An interest in using new technology to increase performance

Personal Effectiveness

  • Takes responsibility to ensure expectations are exceeded
  • Ability to manage own time and work independently towards set agreed targets
  • Enjoys offering unrivalled customer service
  • Team Player

Required skills

  • Contact Centre
  • Customer Service
  • German
  • Helpdesk
  • Software

Reference: 34030544

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