Our client is a multinational company specialized in providing management consulting, technological solutions and outsourcing services for businesses, present in more than 56 countries and with over 440.
Customer Service agents support end user in day by day operations with specific applications;
Receives and assess claim according to defined procedures / routines;
Receives and logs all e-mail / web / phone call and ensures proper documentation;
Research of required information using available resources, user guides and match complaints with known errors and problems;
Support in using application functionalities, identification of possible workaround;
Identify and escalate priority issues;
Helps agents in routing complaints to appropriate second level group;
Adhere to the Service Level Agreement (SLAs) specified by the Client / Process in terms of quality, productivity and schedule;
Attend to information requests from customers and track the status of consignments on the system;
Handle operational queries with a sense of urgency and deliver an accurate final job;
Support the organization to achieve full compliance with corporate sustainability standards and focused on quality;
Address any problems / grievances with the Coordinator / Manager / that may have an impact on productivity and operations;
Take steps to improve performance based on coaching.
Fluency in German and English, both written & spoken (B2-C1);
Proficient in relevant computer applications (internet Explorer, Outlook usage, Microsoft Office);
Verbal and written communication skills;
Active listening skills;
Detail-oriented and analytical;
Problem solving and analysis;
Customer service orientation.