To provide cost effective solutions to customers’ and dealers’ non-technical issues in a timely manner and within company guidelines. To respond to customer or partner issues by telephone or by written communication. To log all customer interactions on using company guidelines. To maintain a log of open issues and keep customers informed of any progress. To escalate issues to second liners or management, if necessary, as defined in the Escalation procedures, to ensure a timely solution.
2+ yrs experience in customer service role. Have a high standard of verbal and written communication. Have a friendly personality and be interested in helping customers. Have good telephone skills and be able to listen, empathise, diffuse anger and take control of the conversation. Be a highly motivated, self-starter. Have good organisational skills and a professional attitude to follow though as promised. Be a team player. Be able to tolerate stress and to work effectively under pressure. Be decisive and innovative when resolving customer issues. Native German speaker with fluent English.
Some knowledge of consumer law would be a distinct advantage.