Tasks
- Act as a single point of contact for live Telephone, Chat, Email, Messages & Contact Us forms/My pages’ channels from users regarding their orders/ queries etc. through delivering excellent customer experience.
- Assist customers with their inquiries, request or orders by properly, completely and accurately entering data in the support tools
- Solve customer case and support online orders according to support process
- Responsible for maintaining a high level of professionalism with clients, establish a positive rapport with every contact
- Stay updated on product knowledge and be informed of any changes in company/client policies
- Impact the company’s bottom line by problem solving and increasing customer loyalty and satisfaction/experience
- Ensure high quality output is maintained throughout the engagement and in each contact ensures that all steps dictated in the support process are adhered to
- Other tasks and deliverables may come up depending on the business needs
- Delivering fast and efficient service assisting customers with their immediate needs
- Resolve problems at first point of contact in a friendly and helpful manner and take personal accountability for the resolution of customer concerns.
- Immediately deal with or escalate suspected or recognized customer issues as per defined procedures.
- Achieving Key Performance Indicator's (KPI’s) whilst maintaining excellent quality
- Adhering to TechM and customer procedures, policies, confidentiality guidance and data protection legislation
- Work independently and within a team to maximise team potential
- Communicate well with internal and external contacts
- Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
- To ensure that breaks are pre-approved by SME, Team Leader or Manager
- Promptly escalate unresolved cases to the resolution support team
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Any additional ad hoc tasks that may contribute to a better service to the client with quality or improvement to the KPI
Requirements
- Fluent German knowledge (B2-C1+)
- Communication level of English (B1+)
- Strong problem resolution and communication skills
- Strong time management and organizational skills
- Adaptability and flexibility
- Excellent in verbal & written communication
Offer
- Competitive salary package
- A stable company with long-term job opportunities