DK Global Recruitment Ltd

Customer Service Analyst, German Speaker

DK Global Recruitment Ltd

full-time

Posted on:

Location Type: Remote

Location: Ireland

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Job Level

Junior

Tech Stack

ERPOracle

About the role

  • Provide technical assistance via phone, email and webex to clients across the globe for eProcurement tools.
  • Proactively communicate issue status in a timely way to the clients and the management.
  • Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our ‘Service Level Objectives’ (SLOs).
  • Making outbound calls to clients if process demands.
  • Efficiently and concisely document support calls/email support inquiries and resolution into the company’s tracking system, practicing ITIL concepts.
  • Filing ‘Solutions’ and ‘Problem Reports’ - coordinating with various concerned departments to ensure the dynamic fixture of bugs and issues.
  • Deliver product training courses to customers and internal staff.
  • Develop a strong professional rapport with assigned customer accounts to help build our business relationship with them.
  • Perform UAT`s as required and ensure complete documentation as defined.
  • Assist Sales and professional services teams in terms of trainings of products and troubleshooting.
  • Develop training material if need be and update it on a timely basis.
  • Function as a core part of the team, aligning individual activities to meet the goals of the team and organization at large.

Requirements

  • Fluency in English language;
  • Proficiency in German;
  • Good understanding of ITIL (Information Technology Infrastructure Library) is a plus, basic knowledge of Ticketing tool is considered an advantage;
  • Knowledge of Procurement or Supply Chain Management, ERP`s such as SAP / Oracle is also considered a plus;
  • Knowledge of Microsoft Office tools;
  • Teamwork, Proactive approach, Process improvement abilities, quick learning skills, coordination skills, positive attitude, goal oriented, customer centric approach, active listening and problem solving, analytical abilities;
  • Experience in customer support and ITIL for 1 -3 Years would be considered an advantage.
Benefits
  • Candidates will have opportunities to further develop their skills as part of their continuous professional development through various training and development techniques.
  • On-going training to enhance senior client relationship management skills ;
  • Diverse exposure to clients in several Industry verticals – Manufacturing, Life Sciences, Automobile, CPG etc.
  • Lateral career progression (upon proven capabilities) to multiple service roles – Supply Chain, Technology and Consulting area.
  • All our services for job seekers are free of charge.
  • We also offer a bonus scheme for candidates.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
eProcurement toolsITILUATProcurementSupply Chain ManagementERPSAPOracleMicrosoft Office
Soft Skills
teamworkproactive approachprocess improvementquick learningcoordinationpositive attitudegoal orientedcustomer centricactive listeningproblem solving