Customer Service Representative - German Speaking
This position provides customer service to client's customers in Europe, Middle East and Africa. The successful candidate will be able to accept ownership for effectively processing orders and responding to customer inquiries and complaints in a timely manner and delivering a world-class customer experience.
Duties and Responsibilities
*Responsible for ensuring all orders received by phone, fax, email or other sources are processed and acknowledged accurately and promptly upon receipt.
*Ensure that all customer inquiries, including but not limited to, order status, inventory availability, delivery information, product information, pricing and invoices are resolved satisfactorily; Provide accurate, valid and complete information using the appropriate methods/tools; Track and manage the interactions with the customers from every channel.
*Identify customer's needs and provide basic to moderately complex support; Identify and solve problems using available resources. Maintain a current knowledge of products offered in catalogue to support providing basic product information.
*Handle customer complaints; Complete the required documentation within the time limit and submit to the relevant organisation; Arrange the product returns and raise credit notes, where required.
*Ensure order processing holds are addressed in a timely manner.
*Proactively communicate product availability to customer; Manage back orders, where required, informing the customers of availability dates.
*A minimum of one to three years related experience and/or training in Customer Service.
*Ability to speak, read and write fluently in English and native German
*Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
*Passion for customers and delivering a world-class service experience
*Demonstrated critical thinking, problem solving and analytical skills
*Sense of urgency and proven ability to work under pressure
*Attention to detail and strong organisational skills
*Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment
*Understanding of Order to Cash process and related systems…Oracle, SalesForce.com experience desirable
PLEASE NOTE: Candidates must have full working rights in Ireland i.e. a current Stamp 4 Visa or an EU Passport to be eligible to work in Ireland to be considered for the role.
For more information or to apply to the role contact Emmet on 01 6455250 or email to emmet.mceneaney AT experis.ie.