TSR Bilingual - German

Job Summary/ Overview

Each agent must answer customers' inquiries about the account's different types of products and services through various channels (voice, chat, webform, email, and social media). This person provides support to the customers and thoroughly documents each interaction.

Key Responsibilities and Accountabilities

The agent must provide excellent support service to every single contact, following the account's processes and policies, and professionally accomplishing the LOB metrics. Also, the agent must be able to provide prompt answers, solve problems, and have communication etiquette.

Customer Assistance:

• Handling incoming calls, webforms, emails, chats, or social media inquiries from customers
• Providing prompt and courteous responses to customer inquiries and issues
• Assisting customers with product or service-related questions, troubleshooting, and problem resolution
• Making outbound calls to customers when circumstances dictate

Basic Troubleshooting:

• Performing initial diagnosis and troubleshooting of customer issues
• Following standard procedures to resolve simple problems
• Escalating complex issues to Tier 2 support or supervisors when necessary

Information and Guidance:

• Providing information about products, services, promotions, and policies
• Guiding customers through account setup, billing inquiries, or order placement

Documentation and Data Entry:

• Documenting customer interactions and details accurately in the ticket management application
• Recording customer complaints, feedback, and resolutions

Customer Satisfaction:

• Striving to meet or exceed customer expectations and service level agreements (SLAs)
• Ensuring a positive customer experience during every interaction
• Achieving first contact resolution when possible

Experience / Skills

• Excellent German/English communication skills
• Knowledge of Windows applications (Microsoft Word and Excel) or similar software applications; proficiency preferred
• Proficient in critical thinking skills, listening skills and conflict resolution
• Demonstrating accurate data entry at a minimum of 40 words per minute. The ability to listen and type simultaneously is critical
• At least 1-year experience in a call center environment demonstrating professional phone skills is required
• At least 1-year experience providing product technical support
• Phone sales experience is preferred

Age

• Applicant must be 18 years old or above

Education

• High School diploma is required; some college education is preferred

Schedule

• Must be flexible with schedule (24/7 operations) will support US, APAC, EMEA regions