Client Support Agent with German language

Place of work
Contract type

what will
you do

Your will:
• Handle all incoming helpdesk calls from the Client business and suppliers of a procurement system nature, being the prime contact for customer enquiries. Use Support Works for call managment providing users with estimated resolution timescales and escalate issues that cannot be reolved in line with defined procedures.
• Ensuring telephone accessiblitiy for the customers
• To pick up the telephone promptly 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
• Proactively 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

• 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 satisfaction

what we

• Fluent German - written and spoken
• Fluent English - written and spoken
• 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

Technical Skills
• Very good PC skills
• Posting systems and processes, e-Invoicing

• Working in team
• Flexible working hours
• Role will not involve travel
• Supports Client organisation, both on-shore and off-shore on AP issues and works witth Customer Relationship team

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


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ID: 3262757   Dátum zverejnenia: 7.12.2017