Customer service desk agent with German and Polish language

Operational Responsibilities
• To pick up the telephone promtly as a priority over all other activities
• To answer incoming calls in the required time
• To use standard greetings and to be maximum polite
• To immediately inform the supervisor about the non functionality of the telephony system

Managing proactivity and professional relationship
• To create and maintain partnerships between customer service and external as well as internal customers in order to keep stable customer base
• To demonstrate and use professional knowledge of the customer base and processing in a manner which is clearly understood
• To maintain and improve customer retention levels by developing professional relationship with customers
• Proctively initiate follow-up calls
• To fulfil secretarial duty as/when required by the direct manager

Informing external customer
• To provide timely, accurate and relevant service related information in order for them to be delighted
• Solves problems largely by precedent with referral to detailed instructions/procedures
• To ensure the continuous improvement of response time to complaints and queries
• To have full scale knowledge and to be able recommend the most appropriate solution for the customer and answer customer questions regarding our services

Other
• Recommend updates to procedures and user guide to team lead
• Escalate issues and seeks advise when faced with non-standard issues
• Able to recognize and act on non-standard situations and adapt work to business goals
• Required to share knowledge abd experience with others and with newcomers as well
• Audit support: Support vendor balance/audit certifications

Deliver quality service to client
• Improving customer satisfaction measured by the Customer Sattisfaction Survey
• To continuously increase customer satisfaction by improvement of complaint handling performance in order to minimise customer loss
• To identify the best service solutions in order to increase the sattisfaction

Technical Skills
• Very good PC skills
• Posting sytems and processes, eInvoicing

Other Expectations
• Fluent German, Polish,
• English uppermediate
• Good interpersonal skills – professional and courteous
• Ability to work under pressure, and deal with difficult vendors
• Very good communication skills, both verbal and written
• Very good problem solving skills
• Ability to work effectively in a team environment



“Please mention the Requisition title and your Contact Number in the application to enable us quickly process your candidature”