German Customer Service Representative

Our international client is looking for a motivated new team member as a Customer Service Representative who speaks fluent German and English. They are offering an exciting opportunity in an international and friendly environment in which knowledge and own initiatives are very much appreciated. The role of the Customer Service Representative is to coordinate the planning and logistics of our resources to deliver onsite support. The resources are the spare parts and the field engineers.

The ideal candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment. He/she will be customer orientated, enthusiastic, courteous assertive and motivated to take charge of both customer engagement and problem resolution.

Job Profile German Customer Service Representative

• Ensure service requests are reported to within contractual agreements or customer's business preference.
• Ensure that the cases are dispatched to the correct partner or engineer.
• Ensure that the parts recommended for the case are delivered in acceptable timescales and in the most economical way.
• Ensure that all cases have been validated for dispatch requirements (e.g. onsite delivery address, part shipment address, entitlement).
• Ensure that customer specific requests are carefully considered.
• Keep customers and delivery partners informed of case status and actions to take.
• Retain ownership of each event until problem is resolved or solution is identified.
• Escalate case if requested or triggered by the customer.
• Continually assess and improve working practices to obtain best results.

Candidate Profile German Customer Service Representative

• Fluent German and English.
• Excellent customer awareness and experience in communication with customers.
• Ability to communicate effectively - oral & written.
• Ability to follow specific processes and procedures.
• Demonstrates high level of customer satisfaction in previous positions.
• Ability to adapt to a changing environment.
• Maintain a high quality of case management and call handling.
• Volume of cases logged and processed.
• Ability to achieve good attendance and punctuality.
• Capable of being self-managed, quality conscious, flexible and be eager to share and acquire knowledge.
• Decisive and capable of good time management.
• Maintain balance between productivity and quality performance within the departmental guidelines.
• Ability and willingness to participate in team environment.
• Ability to work effectively in highly stressed/pressurized environment.
• Basic computer skills – familiarity with MS Office products.
• Call centre or administrational experience is an advantage.