Job 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;

• 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;

• The role also involves voice support, including handling inbound calls.

Qualifications:

• Fluent German and English is essential

• Previous experience in Customer Service Area is an advantage (1–3 years)

• Bachelor’s degree or high school degree – mandatory;

• Good communication skills, oriented and analytical skills;

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