Customer Service Advisor ~ German speaking
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.
JOB ROLE: Customer Service Advisor ~ German speaking
SALARY: 26k – 28k
LOCATION: Oxford hybrid (2-3 days a week office attendance)
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 2nd tier support and follow up for resolution.
Meet support KPIs (Initial response time, Quality scores, Client happiness rating).
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 applying via the OA website please send to me directly on (url removed)
This opportunity is being advertised by the Office Angels West End team.
Thank you for your interest in this role. All successful applications will be contacted within 5 working days. Due to the high volume of applications we receive we do ask for your patience to wait to hear from the consultant rather than to call us directly.
If you have not heard after 5 working days then unfortunately we were unable to consider your application on this occasion.
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