ROLE:
Ensure consistency & scalability of the core service delivery process while acknowledging and accommodating a level of customization to fit the needs of the company’s key customers.
Respond to telephone calls and e-mail queries, assess customer Tier 1 support needs and resolve in a timely manner.
Act as the focal point for operational implementation of key customer support models which cover the entire service range.
Provide insight on capacity requirements and help measure the success of key customer relationships.
Responsible for creating, maintaining & updating of applicable documentation as well as training of all customer service agents on specific key customer requirements to ensure that customer expectations of experience in terms of Tier 1 support as well as reservations, customer queries, etc. are met.
Ensure that Tier 1 group have access to up to date audio & web product troubleshooting documentation for support of key customers.
Qualifications
REQUIREMENTS:
Native German speaker and fluency in English.
Leaving Certificate or equivalent, third level qualification preferred.
Computer proficiency in all Microsoft Application.
Excellent organizational and prioritization skills.
Attention to detail and the ability to multi-task in a fast paced, customer-oriented environment.
Excellent interpersonal and communication skills (both written and verbal). Ability to communicate (in a professional and patient manner) with others via email, voicemail, telephone, personal contact.
Reliable & Dependable.
Experienced in delivering training sessions.
Proven leadership skills desirable.
Previous customer service experience desired.
Experience as a trainer and writing training material desirable.
Salary
€28,000 – 30,000 + excellent benefits
Start date
asap
Contact
Please contact Lynda O' Riordan at Careermoves Ireland for further details.
Tel.: +4930-32765828 or +49179-2448630
Looking forward to hearing from you!
Careermoves Ireland is a state-certified agency approved by the German Bundesanstalt fuer Arbeit in accordance with § 291 Paragraph 1 of the Sozialgesetzbuch (SGB III).
All Careermoves Consultants speak fluent English, German and French!
