Role description:

• Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation;

• Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution;

• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention;

• Develops and maintains knowledge of customer and customer specific business environment; 

• Develops and maintains an understanding of customer Service Level Agreements and department’s key performance requirements; 

• Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training;

• Shares information required for the team to be successful;

• Demonstrates understanding of the customer’s business needs and maintains high customer satisfaction ratings;

• Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures;

• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback.

Qualifications:

• Good knowledge of German and English, B2 level;

• Previous experience in Customer Service Area is an advantage. Between 1 and 3 years of relevant experience may be required for some roles;

• Negotiation skills;

• Bachelor's degree or high school degree- mandatory requirement;

• Good communication skills, oriented and analytical skills;

• Confident, positive, hardworking, high motivation and ability to learn.