Customer Service Advisors (German Language)

We are seeking dedicated Customer Service Advisors fluent in German to join our team. As a Customer Service Advisor, you will be responsible for providing exceptional customer support primarily through phone, email, and chat channels. Your role will involve resolving customer inquiries promptly and ensuring a positive customer experience.

Responsibilities:

• Manage inbound and outbound phone calls with customers in German, addressing their queries and concerns professionally.
• Record case resolutions accurately in the contact centre tool based on customer interactions via phone, email, chat, etc.
• Ensure timely resolution of cases within defined service level agreements and individual performance metrics.
• Escalate complex issues to supervisors or specialized teams as per established procedures.
• Work independently as well as collaboratively within a team environment to achieve departmental goals.
• Communicate effectively with internal stakeholders and external contacts to facilitate issue resolution.
• Strive to achieve high levels of customer satisfaction on all interactions.
• Adhere to quality standards for all customer interactions and maintain accurate documentation.
• Fulfill rostered hours and meet staffed time requirements.
• Handle customer contacts while meeting project KPIs such as response time, handle time, and resolution rate.
• Undertake additional ad hoc tasks that contribute to improved customer service delivery or operational efficiency.
• Attend and actively participate in training sessions to enhance product knowledge and customer service skills.

Preferred Competencies:

• Proficiency in using computers and ability to navigate multiple systems and applications efficiently.
• Positive, friendly, and proactive attitude with strong problem-solving skills.
• Team-oriented mindset with the ability to collaborate effectively in a fast-paced environment.
• Service-oriented approach with a commitment to delivering excellent customer experiences.
• Flexibility to work varying shift hours or part-time schedules as required.
• Excellent written communication skills in German for handling written customer interactions, with a typing speed of at least 50 words per minute.
• Clear background check without any criminal record or default payments.

Educational / Professional Qualifications:

• Near-native proficiency (CEFR level C1) or native fluency in German, along with manageable English skills (B1+ or better) for understanding documentation and logging information accurately.
• Previous experience in a customer service or contact centre environment is advantageous.

Benefits:

• Salary and Health Insurance for the candidate including spouse and kids.
  
• Relocation package: Flight and 4 weeks of accommodation for the candidate.

Interview process: HR - Ops - Language assessment - Typing.

Application Instructions:

If you meet the qualifications outlined above and is eager to contribute to our team, please submit your resume and cover letter in English and German to bella.watts@harborglobalservices.com.