Consumer Conversation Agent (German Speaking)

Overview

Our client works with the world’s leading maker of snacks, with leading market shares in every category in which they compete and holds the No. 1 position globally in biscuits, chocolate and candy. You will be the initial contact for consumer feedback. This involves troubleshooting, researching solutions, and providing resolutions to consumer problems. 

The Role:

  • Answer and respond to inbound calls, emails, website queries using documented procedures to assess consumers support needs and handle/route accordingly to the satisfaction of the consumer
  • Creates cases within supplied Customer Relationship Management (CRM) system
  • Provides help and clear direction to consumers on follow-up actions to be taken for resolution
  • Escalates to internal and external persons in accordance with process direction i.e. to Escalation owner on team, fulfilment and client when appropriate 
  • Provides customers with follow-up action to be taken and documents in CRM
  • Remains knowledgeable of performance requirements, brands/product and process documentation
  • Achieves specified performance goals and knowledge of all tools used in the process

Do you have what we’re looking for? 

  • Fluency in written and spoken in English & German
  • Exceptional customer service skills required, call centre experience preferred
  • Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
  • Proficient working in a client technology provided environment with multiple applications and navigation between applications to research information
  • Excellent oral and written communication skills/professional phone manner
  • Aptitude to listen to caller’s description of problem; interpret, summarize and document 
  • Strong interpersonal skills, ability to establish and maintain effective working relationships
  • Ability to handle stressful situations and bond professionally with frustrated customers

Benefits:

  • Bright, modern, exciting place to work with excellent staff facilities.
  • City centre location.
  • Onsite gym and cafe.
  • 28 days annual leave.
  • Employee discounts scheme.
  • Pension scheme.
  • Excellent relocation package.
  • Annual Reward & Recognition Ceremony.
  • Professional development opportunities.

Liene Maļika, Multilingual Recruiter - Your e-Frontiers consultant for this job

Liene is a Multilingual Recruiter at e-Frontiers. Coming from a multicultural background she has developed a passion for different languages and cultures. She is responsible for delivering a full cycle of recruitment and works closely with a range of BPO companies in Ireland, Germany and the UK. She is dedicated for whatever she lays her hands on. At the moment she is covering Customer Service, Technical Support, Business Development roles. Liene has a Master Degree in Personnel Management/ HR Administration from Riga International School of Economics and a BA. She is a team worker and always believed in her ideals. Liene always says that believing in yourself is the first secret to success.

Specialises in: Customer Service, Technical Support, Business Development