German Speaking -Customer Service Rep

Undisclosed Company
Merseyside, Liverpool
£7.72 per hour
21 Nov 2016
05 Dec 2016
Manpower UK
Job Type
Front office soft skills
Emotional understanding and empathy: able to empathise with families' trauma stage and proceed accordingly
Ability to handle very emotional phone calls, in an emphatic and professional manner, and coping appropriately with the personal stress caused
Attention to detail: Really listen to families and retrieve all necessary information in one call. Transfer complete data to the systems
Good communication skills: To convey the message and avoid misunderstandings
Good listening skills: Ability to listen actively, understanding the conversation and demonstrating comprehension
Personal resilience: To process the stress and experience in an appropriate manner and seek for advise when necessary.
Self-care: Understanding that the role can be stressful and ensure proper self-care
Knowledge of the processes: To make decisions and provide the correct information efficiently
Quick learner: Ability to adapt to dynamic processes, changes at short notice
Time Management skills: Timely complete the given tasks
Team work: Ability to work in close collaboration with the team.

Front office tasks
Direct communication with families of the victims: Inbound calls, outbound calls handling, email management.
Resolve families' issues and queries according to the guidelines. Ask for advice from supervisor when necessary.
Assist with mail merging and send collective emails/letters to relatives.
Complete and verify documentation for travel and other requests/payments
Update systems with all new information
Maintain frequently asked questions list by adding new questions and assisting to request the missing information from the client.
For advanced agents, proof reading, second approval of front office written communication (ENG, GER, SPA)
Assist on ad-hoc tasks (research and summarise information, ad-hoc translations, etc)
Liaise with external and internal departments on specific topics.
Analyse, highlight information received from families or other departments. Flag any issues for attention (e.g. for process reviews, or changes etc)