Customer Service Advisor

Educational / Professional Qualifications:

• 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.

Work Experience / Responsibilities:

• Handle phone calls with customer queries and provide resolution to end users.
• Record case resolutions in the contact center tool based on client communication via phone, email, chat etc. 
• 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.
• Communicate well with internal and external contacts.
• Provide exemplary customer satisfaction.
• Meet quality standards on all handled contacts.
• Complete hours of staffed time on all rostered days.
• Handle contacts while maintaining the targets defined for the project: response time, handle time and resolution rate aligned with Project KRAs.
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI.
• Attend trainings as required.

Preferred Competencies:

• 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.
• Minimum age of 18 years old.