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German speakers required - Berlin, Germany

Job Description

Position: Customer Service Executive

Key skills and requirement:

• Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)
• Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
• Strong written (email) communication utilizing proper grammar and punctuation
• Ability to work independently while making sound business decisions on case information
• Well developed sense of urgency and follow through
• Ability to multitask multiple systems, screens, and tasks during customer contacts
• Time Management and Adherence to schedules
• Ability to learn and adapt to new software technologies

Core Duties and competencies:

• Answer phone calls, emails, from customers and work to resolve their queries in real time or work with the most relevant department so it can be dealt with appropriately (90%)
• Proactively recommend and educate the customer about features and benefits of the products in order to improve their satisfaction and deepen their relationship. Deliver on metrics for example: phone handled time, customer experience, proactive product offered and accepted opportunities (5%)
• Provide consistent feedback regarding overall customer satisfaction, tools and processes (5%)

• Customer Focus, Listening, Problem Solving, Composure, Drive for Results, Functional / Technical Skills, Ethics and Values, Integrity and Trust

Experience: 12+ months customer service experience required.

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