Global Customer Service Representative with German Fluency
Leveraging exceptional customer service skills, this role supports our valued customers across multiple channels, ensuring timely and effective issue resolution. Collaboration is key as we work together to deliver seamless experiences.
Responsibilities:
* Handle inbound customer inquiries via phone, email, and chat with professionalism and efficiency.
* Identify customer needs and provide immediate solutions while educating customers to navigate and self-serve when possible.
* Meet and exceed individual and team performance targets for resolution rate, customer satisfaction, and response time.
* Maintain up-to-date knowledge of products, services, and company policies.
* Collaborate with cross-functional teams to improve processes and optimize the customer experience.
* Show initiative and ownership across all assigned tasks, demonstrating reliability and punctuality.
Competencies:
* CUSTOMER FOCUS - Demonstrates a deep understanding of customer needs and strives to exceed expectations in every interaction.
* RESULTS ORIENTED - Driven by a desire to achieve and surpass performance metrics, with a commitment to delivering exceptional service and results.
* COMMUNICATION - Articulate and empathetic communicator who can convey information clearly and effectively across various channels.
* PROBLEM SOLVING - Analytical thinker with the ability to identify issues, evaluate options, and implement effective solutions.
* ATTENTION TO DETAIL - Meticulous and thorough in handling customer inquiries and ensuring accuracy in all tasks.
* TIME MANAGEMENT - Efficiently manages workload and prioritizes tasks to meet or exceed performance targets.
* TECHNICAL APTITUDE - Ability to navigate through computer programs with ease.
* JUDGMENT AND DECISION-MAKING - Ability to exercise sound judgment in decision-making, consistently aligning actions with established company policies and procedures.
Preferred Education and Experience:
* Excellent verbal and written communication skills.
* Proficiency in Microsoft Office and CRM software.
* Ability to multitask and prioritize in a fast-paced environment.
* Experience working in a performance-driven culture is a plus.
* Proficiency in English and German languages required.