Customer Care Advisor with German

Euro-Testing Software Solutions is a privately-owned software company specialized in Full-Service Software Testing, Penetration Testing, Vulnerability Identification & Management, Application and Data Security, Static & Dynamic Code Analysis as well as, DevOps/DevSecOps, Robotic Process Automation, Implementation and Customization for Atlassian and Micro Focus (HPE) products.

• German language level – C2
• Strong verbal communication skills
• High problem-solving skills
• Proficiency in using MS Office applications is a plus
• 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

• Experience in a multi-system environment
• Preferable experience within a contact center or customer service environment for 1 year

• Respond efficiently and effectively to customer queries through all available omni-channels (phone, chat, incidents, etc…)
• Identify secondary (possible or hidden) customer needs and attempt to add value accordingly
• Ensure that 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
• Own and manage customer engagement and interaction ensuring all agreed quality attributes are met and exceeded
• Manage the balance of benefits for the customer and the business