Contact Center Generalist/Expert with German

De peste 70 de ani, ManpowerGroup reprezinta puntea de legatura intre milioane de persoane si piata muncii, prin brandurile sale Manpower, Experis, ManpowerGroup Solutions si Right Management. Compania este prezenta pe piata din Romania din 2003, iar in acesti ani peste 400 de clienti si zeci de mii de candidati au avut incredere in noi pentru a le oferi flexibilitatea, agilitatea, talentele, competentele si oportunitatile de care au nevoie. Indiferent daca va aflati la inceput de drum, sau sunteti profesionisti experimentati, brandurile ManpowerGroup va pot oferi oportunitatile potrivite de a va dezvolta, a dobandi noi abilitati si competente, a fi expusi la proiecte pline de provocari si a creste profesional.

Nice to have some experience in Customer Service
• Fluent in German (C1 proficiency) and in English (B2) in both oral and written
• Excellent customer service skills and customer handling experience.
• Acts confidently in ambiguous situations; works effectively in a fast-paced, changing environment.
• Takes well-thought-out action to evaluate, troubleshoot, and follow-up on customer issues, including testing, replicating, and escalating scenarios.
• The ability to think critically, and the ability to use a logical approach to determine the best solution where minimal information is provided.
Start Time: 8:00am to 5:00pm
Location: Bucharest Romania
Contract: 5 months with possibility of extension
Additional Job Details: Tech skills must have: Microsoft Office package, Customer Service workflow tool (nice to have);

Responsible for supporting all methods of customer contact within the prescribed expectation.
Key Responsibilities

• Answer incoming customer communications, which will involve assessing the caller’s needs, entitling the call through analyzing the situation, and offering accurate solutions.
• Respond positively to customers’ questions in a timely manner.
• Research complex customer questions thoroughly to provide accurate information and solutions.
• Provide accurate information to the customer, anticipating future concerns and communicating the next steps in the process effectively.
• Engage with other areas of the business as needed to meet customer needs.
• Act on behalf of the customer’s best interest within external and internal teams and operations to ensure the smoothest experience possible for the customer.
• Maintain a positive attitude and support Commitment to Excellence.
• Maintain On-time attendance and schedule adherence.
• Maintain meets or exceeds scorecard rating (engagement, productivity, and quality goals).

Key Skills
• Empathizes with customers in a genuine way that lets them know you care about their issues.
• Deeply cares about building relationships with customers and providing the best, tailored solution.
• Strives to offer an effortless customer experience and provide thorough and concise responses.
• Leverages a positive outlook and high energy/enthusiasm to turn negative situations into positive ones.
• Be a team player that can follow and/or lead as needed and is comfortable reaching out across the board.
• Independent thinker and problem-solver who excels at breaking down complex issues.
• Be inquisitive; proactively experiment and tries new things.
• Knows the right questions to ask to really understand the customer’s ask, provide a comprehensive solution, and proactively address/prevent future issues.
• Able to pinpoint customer requests/asks from ambiguous, open-ended wording.