Job Customer Care Advisor German / Polish

Loc de munca (Bucuresti) la Gracel

Publicat pe 30 ianuarie

Ideal Candidate

  • customer service excellence – enjoys direct contact with customers by telephone and understanding the customer’s needs, displays diplomacy, is polite, remains calm, listens, and apologises where necessary, always portrays a professional & positive image to the customer
  • excellent written and verbal communication skills in support language, calm and methodical approach, active listening skills, listens to the customer, responds with appropriate feedback
  • understanding trainings/meetings delivered in English
  • ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritise and manage own workload
  • logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage
  • team player – helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards

Job description

  • handling native language customer contacts, including responding to incoming phone calls and written correspondence
  • spoken and written German or Polish language skills to high standard (including business correspondence), thorough understanding of the native culture
  • delivering service excellence by efficiently problem-solving and positively reacting to customer situations in a professional, polite and clear manner
  • meet standards in volume, quality, performance & attendance
  • fully investigates the Customer’s requirements using the client’s systems and procedures
  • understanding and resolving the customer request, or creating & agreeing action plans to lead to resolution.
  • accurate logging of all contacts and following up on action plans using a case management system
  • where necessary liaising with business partners – i.e. Dealers, Field Managers and internal departments to develop service request resolutions & action plans
  • escalating issues to the Team Leader, ensuring the group maintains professionalism at all times whilst working within strict service level criteria
  • ability to use English as second language during European multi-national meetings, for systems, performance evaluation and training purposes (for non UK markets)
  • performs other related duties, as assigned, flexibility towards work schedules/shift patterns

Benefits

  • being part of a startup team in a top BPO company
  • first-rate salary package and palette of benefits

Company details

Our client, a leading international service provider, is entering the Romanian market and is looking for Customer Care Advisors for their Bucharest office. We want you to bring your contribution and be a part of the startup team. You will provide quality customer assistance for one of the world’s leading car manufacturers.

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