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Customer Service Advisor – German Speaking

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If you have German language skills we have a great Customer Service role with a Leading Global Web based travel service. We would love to speak with you and explore how we can help you develop your career,

ROLE – Customer Service Advisor – German Speaking

HOURS – 08:00 – 16:30 – Monday – Friday

BENEFITS – 25 Days Annual Leave

Purpose of the German speaking Customer Service Advisor

As a Customer Service Advisor, you will undertake a variety of duties from troubleshooting technical Issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Using all available knowledge tools and resources to achieve the defined KPIs you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

Key Responsibilities of the German speaking Customer Service Advisor

Handle English and German inbound/outbound calls/emails or chats according to company policy.
Identify and resolve customers' requests/questions or complaints using relevant knowledge base tools or other technical resources.
Ensure excellent troubleshooting documentation.
Communicate and consult with colleagues to share best practice.
Follow best practice incident management processes to ensure the KPIs are met.
Comply with/complete global support specific or ad-hoc tasks.
Escalate complex tickets to second tier support and follow up for resolution.
Meet support KPIs (Initial response time, Quality scores, Client happiness rating).

Candidate Specification of the German speaking Customer Service Advisor

1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting was required
Problem Solving” character – Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
A team player who is positive, friendly and has a can-do attitude towards staff and customers.
Receptive to constructive feedback and changes within the business.
Confident and competent in handling complaints, mediation and troubleshooting technical issues.
Experience within the travel, tourism, leisure and hospitality industries would be an advantage but is not essential if you have a passion for customer care.
Experience of working to customer satisfaction based targets and operational metrics such as quality and handle time.
Fluency in written and spoken English & German language is essential. (C1 level).
Ability to multitask in a fast-paced environment, identifying next steps and executing on them diligently.
Ability to work shift patterns, including some weekends.

If you do not hear back within five working days, unfortunately you have not been successful with your application

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job

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