German Speaking Customer Service Representative

Undisclosed Company
Brighton, East Sussex
£9.89 - £10.95 per hour + benefits
19 May 2017
02 Jun 2017
DE Brighton FG 3211
Manpower UK
Job Type
German Speaking Customer Service Representative (Fraud & Authorisation Dept)
Ref - FG 3211
Location - East Sussex, Brighton
Salary - £10.46 per hour

Our client is a global service company, providing Card Members with exceptional access to products and experiences that enrich lives and build business success making it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.

Committed to becoming the world's most respected service brand working for our client you will be part of a thriving and engaged culture where employee engagement and satisfaction ratings consistently place them as one of the best big companies to work for in the UK (Glassdoor Best Places to Work, 2017). Our client's state of the art office in the heart of Brighton provides onsite facilities including a subsidised roof top restaurant, subsidised Costa coffee bar and a gym, designed to put your wellbeing first.

Our client places great importance on doing what is right, what is best and what is innovative. And they continue seeking people to champion these values and beliefs as they grow. The world's a big place, filled with big ideas and amazing people. And our client want the best to working for them. They're interested in where you came from, but they're even more excited about where you are going.

The core function of an Account protection specialist is to deliver superior customer experience by focusing in customer care principle, making it easy to do business with, recognising our customers and solving the customer's problems. It is equally important to drive profitable spend by making sound and fact based decision taking into consideration both credit and fraud risk assessments.

Core Responsibilities

*Handle incoming authorisation requests
*Refer complex cases or charges above empowerment limit in accordance to the outlined concurrence and escalation matrix
*Ability to detect and minimise credit and fraud risk whilst enabling spend at the same time.
*Work on the dallier on an inbound and outbound basis to perform charge verification's, taking the appropriate action if fraud is confirmed or negated
*Uphold the highest level of integrity by adhering to compliance including, but not restricted; to law and regulations, privacy and data protection principles, anti-corruption, anti-money laundering, code of conduct and sanction rules.
*Handle customers (service establishments and card members) basic enquiries after business office hours, weekends & public holidays, unless an exception is granted on market basis.
*Update support messages and account status into the credit authorisation system for fraud and credit reasons.
*Handle after hours credit, fraud, customer service, centurion and corporate customer inquiries after business office hours, weekends & public holidays.
*Support emergency replacement by liaising with foreign centres and ensure timely delivery to card members.
*Liaise with overseas servicing centres on authorisations requests and customer enquiries, both internal and external.
*Handle calls with highest quality standards and ensure we deliver our brand promise.
*Handle internal customer enquiries on authorisations related queries
*Support other risk management functions as and when required
*Participate in scheduled off phone work related activities, including training's, town halls, employee engagement and team building activities.
For this role, prior experience in call centres or credit environments is not necessary. More importantly, you must be:
*Fluent in spoken and written German
*An excellent communicator with exceptional interpersonal skills
*Highly assertive with an accomplished telephone manner
*Confident taking initiative and making judgement calls
*Able to use negotiation and relationship management skills to provide win-win outcomes
*Highly self-motivated, results-oriented and positive
*A team player
*Well-presented and professional
*Passionate about customer service

You must be flexible to work in a shift-based role, on a 35 hour per week rota.
Benefits - What's in it for you?

A competitive salary, continued training and development, free tea/coffee and employee discounts at a number of local retailers
Offer of employment with our client is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations