Hours to cover: Night Shift Duration: Three (3) months contractLanguages: English (B2), German (B2)
As a German Customer Service Representative, you will be primarily responsible for providing frontline customer support, technical support and e-commerce after-sales service via phone, chat and/or email. You will provide information about products and services, help with processing orders, respond to customer complaints, and process returns.
A Customer Service Representative is a role where you efficiently help customers, you are flexible problem-solver and are confident at troubleshooting. You investigate if you do not have enough information to resolve customer complaints. At the same time, you are patient, empathetic, and very communicative with others. a Customer Service Representative has at least basic computer skills and the capacity to stay focused in a busy work environment.
Key Tasks and ResponsibilitiesResponsible for handling customer support and technical-support related questions of customers and partnersProvide prompt, reliable, and accurate information to customers while maintaining effective communications by adjusting to the pace and technical level of the customerHelp customers with information about the products and services, using relevant call handling protocols outlined in the ProceduresResponsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality in every customer interactionAssist customers or escalate service related issues to the appropriate department in accordance to the client’s processes and proceduresEnsure compliance to customer Data Privacy and Security PolicyCommunicate positively with team members, customers, and other partners
Other Duties:
The Job holder may be required to undertake other duties according to the needs of the organisation. This job description is not intended to be an exhaustive list of activities, but rather an outline of the main areas of responsibility. Any reasonable changes will be discussed and agreed with before any variations to the job description are made.
Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Technical:Good working knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.)Computer knowledge including Social Media platforms and InternetTechnically savvy with smartphones and smartwatchesZendesk (or similar CRM platform)SAP
Behavioral:Customer Care experience at least 6 monthsPositive and enthusiastic personality and approach to workAbility to take right decisions, strong sense of ownership and accountabilityAbility to apply creativity to resolving problemsOrganised, accurate, with ability to multi-taskExcellent written and verbal communicationWilling to learn new skills and grow with the company
Qualifications [EDUCATION and/or EXPERIENCE]At least High school diploma or equivalentPrevious experience in SSC/BPO and Customer Service nice-to-have
LanguagesExcellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levelsBoth German and English (at least B2-C1 level)
Benefits
Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level with the following benefits:
Direct employment contract for an indefinite period
Cafeteria
Training opportunities
Diverse and friendly work atmosphere
Modern office environment
Local and global career progression opportunities
