Senior Customer Service Representative (German Speaking)
Via agency · Manpower
Contact centre agentEnquiry clerkMealsRemote
The Senior Customer Service Representative role exists to provide first and second line of customer support to telephone and written enquiries from external Key Customers, internal Customers and other Consumers in accordance with agreed service levels.
Tasks
- Execute day to day customer service-related operational tasks to ensure delivery meets customer expectations
- Leverage deep understanding of specific key account customers, processes / systems and act as an escalation point of contact
- Interact with customers in a professional, friendly and efficient manner
- Take ownership and resolve escalated telephone and written customer issues
- Escalate activities that are not actioned by assignees
- Provide customer service via the internet, phone, fax and email
- Log, assign and track progress of queries and customer requests from receipt to completion
- Support GBS activities through immediate triage, escalation, resolution or logging
- Manage and maintain customer expectations, referencing pre-established service level agreements
- Make recommendations on existing knowledge base documents and identify knowledge gaps
- Build and maintain strong relationships with both the customer and internal business partners
- Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity
- Perform user acceptance testing in service centre technology and ERP systems
Conditions & benefits
Hybrid or Remote working modelCafeteriaOpportunity to grow your career in a global, innovative energy companyOpportunity to work in a dynamic international environmentExposure to global finance processes and stakeholdersProfessional development and continuous learning opportunitiesSupportive and collaborative team culture
Requirements
- Minimum of 12 months experience customer service skills in a telephone environment and or customer services environment preferred, ideally dealing with Key Account Customers
- Must demonstrate a strong understanding of customers' needs / behaviours
- Excellent written/oral communication skills and ability to build effective working relationships
- Strong time management and organization skills
- Strong problem-solving skills
- Highly motivated
- Experience using SAP and/or Salesforce and MS Office application
- Fluency in German & English