Customer Service Advisor, B2/C1 Dutch
TSMG Holding
Customer Service Advisor, German, 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, providing timely and effective resolutions.
- Record case resolutions in the contact center tool based on client communication via phone, email, chat.
- Ensure that cases are resolved within case life cycle, as per individual balanced scorecard.
- Escalate priority issues per client specifications to the immediate lead as applicable.
- Work independently and within a team and communicate well with internal and external contacts.
- Provide exemplary customer satisfaction and meet quality standards on all handled contacts.
- Complete hours of staffed time on all rostered days and handle contacts while maintaining project targets (response time, handle time, resolution rate) aligned with Project KRAs.
- Attend trainings as required and perform additional ad hoc tasks to improve client service and KPIs.
Requirements
- Near native (interpreted as CEFR level C1) or native German language and at least intermediate English skills (B1+) in writing and speaking to understand documentation and log accurately in the client systems.
- Previous experience in an outsourced customer service environment is of advantage.
- Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications.
- Optimistic, friendly, positive, and self-motivated personality.
- Ability to work in team.
- Service oriented profile and with a focus on problem solving.
- Ability to work shift hours/ part time (to the extent legally possible), adapting fast on change of prioritization.
- For agents handling written customer contact: Excellent written communication skills in the relevant market language and a typing speed of minimum 50 words per minute.
- No remarks in a background check performed by Supplier, e.g. no criminal record, nor any default payments to Klarna and no existing payment annotations. This includes: no instances of payment defaults, arrears, or unfavourable credit data.
- Minimum age of 18 years old.
