Customer Service Advisor, Dutch, B2/C1
TSMG Holding
Customer Service Advisor – German, B2/C1
TSMG Holding
full-time
Posted on:
Origin: • 🇩🇪 Germany
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
- Ensure cases are resolved within the case lifecycle and meet individual balanced scorecard targets
- Escalate priority issues per client specifications to the immediate lead as applicable
- Work independently and within a team and communicate with internal and external contacts
- Provide exemplary customer satisfaction and meet quality and performance standards
- Complete hours of staffed time on rostered days and handle contacts while maintaining project targets (response time, handle time, resolution rate)
- Participate in trainings and perform ad hoc tasks to improve client service and KPIs
Requirements
- Near native (interpreted as CEFR level C1) or native German language
- At least intermediate English skills (B1+) in writing and speaking
- Previous experience in an outsourced customer service environment is of advantage
- Advanced understanding of using computers and ability to multi-task across systems and applications
- Optimistic, friendly, positive, and self-motivated personality
- Ability to work in a team
- Service oriented profile with a focus on problem solving
- Ability to work shift hours/part time (to the extent legally possible) and adapt quickly to changing priorities
- For written customer contact: excellent written communication skills in the relevant market language and minimum typing speed of 50 words per minute
- Minimum age of 18 years old
