Sep 01, 2019Full time
German speaking Customer Service Agent Gourock, Scotland Responsibilities: Handle calls, chats and emails from our clients BPs and BP facing employees with detailed knowledge of Business Partner programs, websites, tools and advising on how to join. Advises BPs on program benefits, levels, communities, training and certifications. Gives guidance on how to access pre-sales technical advice, downloads and tools. Outbound call activities such as Welcome Calls on becoming a BP, profiling calls to find out more about BPs, marketing type calls to advise of an event or new promotion, and contact. Checking if a profile is out of date. Guides BPs thoroughly through the web, to needed locations, and utilizing web based tools which are part of the BP-sites. Main requirements: Ability to communicate, with accuracy and clarity, both in verbal and written German and English. Ability to control interactions with customers using persuasion and influencing skills. Manage customer enquiries through a suite of online tools, Lotus Notes databases, SAP amongst others. Qualifications: Computer Literacy. Two years’ customer service experience preferably within a Contact Centre or Retail environment. Experience of working within a team. Strong communication skills. Proven record of success. A flexible approach will be needed, as suits the changing needs of the business. Personal Qualities: Ability to question processes and suggest improvements where applicable. Acts with a sense of urgency to ensure deadlines are met. CSR’s should have excellent communication skills. Team members are expected to communicate in native language and English with customers. Clearly understands when to use teams and when to use individual contribution. Continually strives for process simplification. Uses effective time management principals to yield maximum productivity daily. Encourages and serves as a role model for personal and professional growth. Takes ownership of personal development. Team player who adds value to the working environment and actively contributes at team meetings. Hours of Work: 40 hours per week from Monday to Friday rotational shifts from 7am–4pm. Benefits: A bright, modern and exciting place to work with excellent staff facilities. Monday to Friday shifts. Full Time positions. On-going training. Great career opportunities. Pension Scheme. Eye Care Provision. Cycle to Work Scheme. Childcare Vouchers. Annual reward and Recognition Ceremony. Team and company’s Events. Free bus between the station and the company. 28 days’ holidays (including statutory days).