Customer Excellence Representative with German

Key Accountabilities

• Through incoming customer emails and phone calls, provide information about services, take, enter and process orders, answer email regarding invoices status and obtain details of issues/complaints. Attempt to resolve customer enquiries through first contact resolution.

• First touch issue resolution - owning and investigating customer generated issues across all our products, in an end-to-end process in our customer’s journey, using critical thinking to identify solutions, escalating to the relevant team or relevant Department where first touch resolution is not possible.

• Liaising with other Customer Excellence teams to support the resolution of customer queries in a timely and professional manner, including but not limited to:

• Invoice related questions, order related questions, services, customer data and inventory administration, support for our online platforms:

• Service customer queries via Live Web Chat on Communities

• Provide support in solving Disputes and escalations that might impact the collection process

• Maintain a comprehensive product knowledge

• To promote a ‘customer first’ approach to all activities carried out.

• To ensure a professional, courteous and pro-active flow of communication between the business and the clients it serves. This will include regular interaction with the customer and all business areas

• Supporting Customer Care department to create efficiencies through reduction in waste and helping to drive self-serve initiatives.

• Effective case management in adherence with agreed SLA’s

Qualifications:

• English Language B2+ skills
• German Language C1+ skills
• Good written and oral communication skills
• Good interpersonal skills
• Flexible and customer-first team player
• Computer literate – Microsoft Office/G Suite
• Basic level of technological understanding