Customer Service Advisor with German

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Employer: Connect 44
Domain:
  • Insurances - Financial Intermediaries
  • Customer Support - Client Service
  • Telecommunication
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • nationwide
    Updated at: 24.11.2021
    Short company description

    Connect44 was founded in the heart of Switzerland. Our goal was to support Telecom Operators and Equipment Manufacturers to design, manage and Optimise Mobile Networks. Starting with some of the first 2G voice networks, we began to grow our team of professionals to equip ourselves for new projects with new technologies and new ways of working. Investing substantial amounts of our budget on training, we started to move into 3G then 4G. Soon came the changes to IP networks, VOIP and preparing networks for large amounts of data by modernisation of old analogue networks to the digital standards. Over the past years Connect44 has steadily developed key longterm partnerships with its clients in many European countries with offices in Switzerland, UK, Germany, France, Romania and Chile.

    Requirements

    -Ability to present value added solutions to clients
    -High emotional intelligence and soft skills with the ability to manage high-profile customers
    -Achieves goals in a timely manner while providing excellent client service
    -Discipline & strict compliance with policies & procedures
    -Ability to learn, seek knowledge and self-development
    -Experience in a multi-system environment
    -Germany Level – C2 Speaking Proficiency
    -Preferable experience within a contact center or customer service environment for 1 year
    -Strong verbal communication skills
    -High problem solving skills
    -Proficiency in using MS Office applications is a plus

    Responsibilities

    -Respond efficiently and effectively to customer queries through all available omni-channels (phone, chat, incidents, etc…)
    -Own and manage customer engagement and interaction ensuring all agreed quality
    attributes are met and exceeded
    -Identify secondary (possible or hidden) customer needs and attempt to add value
    accordingly
    -Ensure service level agreements are met and maintained through accuracy in handling
    required task and through communicating positively with all involved parties(2nd Line,
    3rd Line, etc…) in order to facilitate timely issue resolution
    -Follow agreed processes / procedures to raise and resolve customer queries as well as propose potential process improvements where applicable
    -Manages the balance of benefits for the customer and the business
    -Appropriately handles objections