Customer Service Representative (German Speaking)

Posted on: 2019-08-09

Sector: Call Centre & Customer Service

Location: Dublin

Type: Contract or Temp

Description

Role: Inbound Customer Service Representative (German Speaking)
Location: Dublin 3
Salary: €14-16 per hour (depending on experience)
Contract: 12 months (maternity cover)

As a Customer Service Representative in this growing organisation, based in a new facility in Dublin, you will be supporting the Distributors, Customers, Partners and Internal teams across EMEA to deliver excellent service for non-technical issues and asset management requests.

This company are world renowned for their technology and they are committed to help people work and play from anywhere on any device. 

If you enjoy working in a fast paced, multi-tasking, innovative and high performing team this role is perfect for you.

We are looking for:

  • Someone who is an enthusiastic, collaborative and supportive team player with great organisational skills.
  • The ability to adapt to changing priorities with a calm, customer friendly approach
  • Fluency in English and German (the split of language will be 80/20 with all casework being completed in English and the majority of the German language skills will be utilised in listening and spoken.
  • 1-2 years experience in customer service/support role within the service industry
  • Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment
  • Knowledge/experience of CRM (e.g. SAP/Salesforce)
  • Flexibility to work Public Holidays and extended hours to meet financial deadlines i.e Quarter-End / End of Year
  • Excellent verbal and written communication skills
  • Pro activity and desire to learn as training will be provided in all appropriate processes to enable effective execution of the role

What you will be doing as a Customer Service Representative?

  • You will be the first point of contact to Distributors / Partners / Customers / Internal Sales who will call in / open e-service cases to report technical and non-technical issues and asset management requests
  • Assess and analyse the customer’s technical issue and route the call accordingly
  • Collaborate with Distributors and Sales departments to resolve the customer’s non-technical issues
  • Achieve and adhere to established Service Level Agreements and Key Performance Indicators
  • Performance is primarily measured through Net Promoter surveys to customers, but also include measurements around production, availability, contributions to team, and contributions to product improvements
  • Document cases, recommendations, and resolutions clearly in the CRM system
  • Ensure the work performed meets the quality standards within acceptable time schedules and customer commitments
  • Validate and qualify complex customer issues and business impact which may require collaboration with more senior level team members or departments
  • Engage in projects related to customers as well as internal process improvements

Consultant Details

Claire Clark

Managing Director

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