German language expert

JOB TITLE - Technical Call Center Specialist
MAIN RESPONSIBILITIES

• Guarantee timely response to customers’ requests and collect all relevant information to describe the reported problem to facilitate its resolution.
• Guarantee customer satisfaction through professional technical assistance standards in terms of politeness, quality and speed.
• Act as the first-line for troubleshooting and timely escalation to meet customer SLA’s
• Create Work Orders from received repair requests (Cases) on an immediate basis throughout the day
• Preparing and organizing the work to be done in the day, and acting as sole planner and dispatcher for the field technicians
• Process orders of spare parts specifically requested by customers, generating quotations and aligning with spare part specialists to ensure parts are ordered and available in country
• Guarantee product data collection from the market
• Manage customer database and drive team attention and resources to the different customers.
• Proactively support CATs to keep support costs down and ensure timely resolution of issues in line with Customer SLA’s
• Maintain data accuracy within the working systems
• Promptly complete all training courses to develop new skills and stay up to date with internal policies, processes, new products

KEY TECH SKILLS

• 1-3 years’ experience in a call center environment or in a customer service support role
• Fluency German & English languages.
• High School Diploma or Bachelor’s Degree
• Experience in managing service orders, planning and dispatch
• Strong phone, verbal and email communication skills along with active listening skills
• Knowledge of (phone) customer service techniques, communication & negotiation skills
• Knowledge of customer service practices and principles
• Knowledge of CRM management - Salesforce/ServiceMax would be plus
• Ability to multi-task, set priorities and manage time effectively

 Shift Timings – 09:00am to 06:00pm Germany Business Hours (Mon to Fri)

Pay: ₹60,000.00 - ₹70,000.00 per month

Work Location: Remote