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German Speaking Customer Technical Support Associate

Job Description

Job Description

Essential Functions/Core Responsibilities  

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) 

    

• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

    

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

    

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

    

• Maintain basic knowledge of client products and/or services

    

• Prepare complete and accurate work including appropriately notating accounts as required

    

• Participate in activities designed to improve customer satisfaction and business performance

    

• Offer additional products and/or services

    

• Track, document and retrieve information in call tracking database

    

• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

 

Candidate Profile  

• High school diploma with three to six months of relevant experience preferred
    

• Courteous with strong customer service orientation

    

• Strong computer navigation skills and PC Knowledge

    

• Ability to effectively communicate, both written and verbally 

    

• Dependable with strong attention to detail

    

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly 

    

• Tolerance for repetitive work in a fast-paced, high production work environment 

    

• Ability to work as a team member, as well as independently

    

• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

    

• Ability to rotate shifts, as needed

Ref: R1058193

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