Description

As a Customer Service Advisor, you will engage with customers through various channels, resolving queries and ensuring satisfaction. Your role involves recording resolutions, escalating issues when necessary, and contributing to team goals while maintaining high-quality standards.

Requirements

• •Near native or native German language skills
• •Intermediate English skills in writing and speaking
• •Experience in outsourced customer service environment
• •Advanced understanding of using computers
• •Optimistic, friendly, positive, and self-motivated personality
• •Ability to work in a team
• •Service-oriented profile with a focus on problem solving
• •Ability to work shift hours and adapt to change
• •Excellent written communication skills in relevant market language
• •Typing speed of minimum 50 words per minute
• •Minimum age of 18 years old

Tasks

• •Handle customer queries via phone, email, and chat
• •Provide timely and effective resolutions
• •Record case resolutions in the contact center tool
• •Ensure cases are resolved within the case lifecycle
• •Escalate priority issues to the immediate lead as needed
• •Work independently and collaboratively within a team
• •Communicate effectively with internal and external contacts
• •Deliver exemplary customer satisfaction
• •Meet quality standards for all handled contacts
• •Complete scheduled hours on rostered days
• •Maintain project targets for response time, handle time, and resolution rate
• •Participate in ongoing training sessions
• •Perform ad hoc tasks to enhance client service and improve KPIs