Technical Support Agent_DE
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A designer and manufacturer of interactive entertainment hardware and accessories, publicly traded since 1998 and active in this market since 1984, Guillemot Corporation (€64.2 million turnover in fiscal 2016) structures its operations around its two flagship brands: Hercules for the digital DJing and music products segment, and Thrustmaster for PC and console gaming accessories.
The Group is currently present in eleven countries (France, Germany, the UK, Spain, the United States, Canada, the Netherlands, Italy, Belgium, China and Romania) and distributes its products in more than eighty-five countries worldwide.
The Group’s mission is to offer high-performance, ergonomic products which maximize the enjoyment of digital entertainment for end users. (www.hercules.com – www.thrustmaster.com).
To join our team today means taking part in ambitious projects on an international scale, and sharing in our values: a culture of openness with regard to needs and uses, innovation, respect, collaboration and solidarity.
If you wonder what’s the technology behind products such as the iconic Thrustmaster HOTAS Warthog (licensed by Air Force), the powerful Thrustmaster T500RS, giving thrills to virtual drivers all around the world or you’re just passionate about creating and mixing popular tunes using state of the art digital controllers…
...and if you have:
Spoken and written German language skills to native standard, good level of English or French/Spanish/Italian is a plus;
Experience in a customer service role would be considered an advantage;
Comfortable working with computers and the ability to work with multiple systems/tools and the ability to learn and adapt to new ones
Customer service excellence – enjoys direct contact with customers by telephone and e-mail and understanding the customer’s needs, displays diplomacy, is polite, remains calm, listens, and apologizes where necessary, always portrays a professional & positive image to the customer;
Ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritize and manage its own workload;
Logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve service requests raised by customers;Team player - helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards.
Then we should really meet!
What you are expected to do on a daily basis:
Handling native language customer contacts, including responding to incoming phone calls and written correspondence.
Delivering service excellence by efficiently problem-solving and positively reacting to customer situations in a professional, polite and clear manner.
Meeting standards in volume, quality, performance & attendance.
Understanding and resolving the customer request, or creating & agreeing action plans to lead to resolution.
Where necessary, liaising with internal departments to develop service request resolutions & action plans.
Maintaining an up-to-date level of product and procedure knowledge by being attentive to and acting upon information advised in e-mail update, team meetings, training and other briefings.
Performing all duties in an efficient, professional and courteous manner at all times.
Maintaining regular, consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures.
Pursuing personal development of skills and knowledge necessary for the effective performance of the role.
Looking at opportunities to make changes and improve the processes where possible.
What we offer:
Weekly fruit supply
Access to gym
THRUSTMASTER, a brand capable of satisfying and entertaining every type of gamer, by creating products for highly precise gaming experiences – such as racing wheels (Ferrari® F1 wheel replica and the powerful T-GT just to name some) and joysticks (US Air Force licensed);
HERCULES a brand that helps you bring the fun at your parties and turns you into a DJ through its DJ-ing controllers.
And we both are Guillemot Corporation brands.