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German Speaking Customer Service Representative (Barcelona)

Job Description

As a part of our clients’ company, you will be given the opportunity to forge a career in an international and continuously growing company based in the centre of sunny Barcelona.

The partners that our client work with are world famous brands from the worlds of IT and technology, digital marketing, online advertising and social media.

Overview:

To handle all queries and being responsible of the user needs in order to deliver the service requested in the contract

Accountabilities (include % of time)

Incident Management -   70%

Take incoming user calls (via telephone, email, voicemail, pager, or other automated alerts), log call details onto call management systems and provide response and resolution within SLA.

-           Maintain l knowledge and expertise associated with applications specific to Users.

-           Progress / close service queries to a satisfactory conclusion on call management system.

-           Liaise with Working Supervisor on specific open queries ensuring no request is left unattended beyond …SLA.

-           Proactively update customers with l status and resolution progress.

-           Monitor / progress all open queries in queue.

-           Escalate potential service issues initially with Working Supervisor

-           Ensure contractual SLA is maintained.

-           Provide cover for other First Line Agents in their absence, either within the same team or across teams.

-           To understand and comply with administrative duties including holiday, sickness and overtime forms in a timely and accurate manner.

-           To attend regular Team Meetings

-           And any reasonable request coming from your aligned manager

Knowledge Management - 15 %

-           Share knowledge with colleagues   through direct communication with Working Supervisor for updating   knowledge sharing tools.

-           Proactively research problems and solutions and share this information through same time

Training and development - 15%

Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing.

Knowledge & Key Skill required

Education/Knowledge

-           Fluent spoken/written foreign languages

-           Working knowledge of IT environment and complex processes to follow

-           Business knowledge and commercial awareness

Previous experience

-           1 year in a complex process environment, preferably logistics (preferred)

-           IT knowledge

-           High customer care knowledge

Personal abilities

-           Strong communication skills

-           Ability to implement and manage change

Critical Success Factors

-           Responsible for user support.

-           Responsible for reaching SLAs of the project.

Yearly Salary: 18.000 € + up to 1.800 € bonus + relocating package

Apply now for immediate consideration.

Please only apply if you have the required skills and absolute fluency in the required languages.

Due to the high level of applications we receive, we can only respond to applicants whose skills and qualifications match our clients' requirements.

Candidates must be eligible to work in Spain (EU) or hold a valid work permit.

***The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, raze, religion and sexual orientation.***

Ref: VAC-04530

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