Customer Service Advisor – German, B2/C1
TSMG Holding
Customer Service Advisor, Dutch, B2/C1
TSMG Holding
full-time
Posted on:
Origin: • 🇱🇻 Latvia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Handle customer queries via phone, email, and chat and provide timely resolutions
- Record case resolutions in the contact center tool based on client communication
- Ensure cases are resolved within the case life cycle and meet individual balanced scorecard targets
- Escalate priority issues to immediate lead per client specifications
- Work independently and collaboratively within a team
- Communicate effectively with internal and external contacts
- Provide exemplary customer satisfaction and meet quality standards on all handled contacts
- Complete staffed hours on rostered days and adhere to schedule
- Maintain targets defined for the project: response time, handle time, and resolution rate aligned with Project KRAs
- Perform additional ad hoc tasks to improve client service and KPIs
- Attend trainings as required
Requirements
- Near native (CEFR level C1) or native Dutch language
- At least intermediate English skills (B1+) in writing and speaking
- Previous experience in an outsourced customer service environment is of advantage
- Ability to handle phone, email, and chat customer queries
- Ability to record case resolutions accurately in contact center tools
- Ability to ensure cases are resolved within the case life cycle
- Ability to escalate priority issues per client specifications
- Ability to work independently and within a team
- Good communication with internal and external contacts
- Provide exemplary customer satisfaction and meet quality standards
- Ability to complete hours of staffed time on rostered days
- Ability to meet project targets: response time, handle time, resolution rate
- Ability to attend trainings as required
- Possesses advanced computer skills and multi-tasking across systems
- Optimistic, friendly, positive, and self-motivated personality
- Service oriented with focus on problem solving
- Ability to work shift hours/part time (to the extent legally possible)
- For written contacts: excellent written communication in market language and typing speed minimum 50 WPM
- Minimum age of 18 years old
