Job Description

• To respond to all customer inquiries within given timescales, efficiently and effectively.
• To develop and maintain a full knowledge of client products and services.
• To be able to recognize when a problem or query should be transferred to another department or a more senior member of staff.
• To deal with all correspondence as requested/required.
• Logging of all calls accurately and in line with procedure.
• Responsible for maintaining and updating all administration.
• To consult product manuals, to be able to advise the customer of appropriate options/solutions.
• To meet minimum monitoring criteria
• To meet and exceed daily/weekly targets

We put the customer at the heart of everything we do and you will be trained to resolve calls by taking ownership of the request/problem and providing first touch resolution whenever possible.

Required Knowledge, Skills, and Abilities

Being fluent in English and German. Experience of or aptitude for Customer Service. Good organizational skills. A minimum of 20 wpm on a keyboard. A working knowledge of MS Word / Excel. Excellent communication skills and the ability to remain calm in all situations. Ability to work on own initiative and under pressure in order to achieve deadlines. ECDL qualification an advantage.