Customer support representative with german

LOCATION: SOFIA, BULGARIA
The Customer Care Representative is the first point of contact for the customers of an international mobile company. He/She will provide inbound support to general queries & complaints and outbound support to specific campaigns. The primary contact method is telephone, but the CSR will also handle requests through other channels, e.g. e-mail, fax, etc. Of primary concern is customer care, so successful applicants will have to be able to communicate clearly, have a high degree of language comprehension both verbal and written but most importantly be friendly and have a passion for helping customers.

Responsibilities:

Identifies the customer and understands the type of product owned and the support requested.
He/She will provide a suitable answer to successfully handle the case. If necessary, the Customer Care Representative escalates the case to the Team Leader or Client, as per the agreed processes.
In the case of complaints will collect the necessary information in order to escalate the case to the responsible team so that a follow-up contact can be arranged.
Carries out specific outbound campaigns related with the client’s products/services and CRM strategy
Answers telephone calls and deals with them promptly, efficiently and with empathy to ensure a positive experience for our customers and striving to resolve all customer cases on the first call;
Validates customer service entitlements;
Assumes responsibility and ownership for all relevant customer cases;
Obtains accurate customer details and inputs and updates them accurately in the system;
Manages internal relationships positively;
Contributes positively towards the achievement of performance targets in all aspects of the team’s activities;
Use and improve Knowledge Bases through feedback;
Ensures through team work that all Service Level Agreements (SLAs) are met consistently.
Requirements:

High School degree
Computer and Keyboard Skills
Good analytical skills and technical knowledge
Excellent customer handling skills
Experience in a multinational environment would be appreciated
Fluency in any of the following languages: German, Polish, Romanian, French, Spanish, Dutch, Danish & working level of English
Why to work for our client ?

We provide a clear path to career development and offer support, advice and coaching

every step of the way. Some of our other benefits include:

Competitive salary
A bright, modern and exciting place to work, with excellent staff facilities
Performance related pay + Relocation package for applicants who do not reside in Sofia
Life insurance
Annual reward and recognition events
Holiday pay
Team and company events
If you find yourself perfect for the current position, submit your CV in English.
Only short-listed candidates will be contacted. All applications will be treated in strict confidentiality.