Customer Service Representative - German Speaking at Majorel Kenya

Responsibilities

• Provide one-stop customer support for all services by responding to customer contacts within defined SLAs 
• Resolving all complaints, concerns and issues in a timely and diplomatic manner. Conduct activities in a professional manner 
• Demonstrate knowledge of service standards or service level agreements. 
• Demonstrating knowledge of impact of providing professional service to Customers. 
• Understanding the importance and impact of first call resolution (FCR). 
• Working with the Team leader on performance improvement as an individual and with the team as a whole. 
• Ensuring complaints/concerns are resolved or escalated in a timely manner. 
• Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow up. 
• Determining when a problem requires action from higher level of authority. 
• Participate in regular team meetings. 
• Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction. 
• Updating client comments, complaints, reports and compliments on all relevant Systems. 
• The job holder will be expected to identify and highlight to the CE leader, all emerging service issues of general or unique nature; that may require support, upgrade or restructuring of services in order to meet customer needs. 
• Resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases. 
• Take full ownership of customer cases that land and handover unresolved cases at end of day 
• Confirm client information and update on existing database. 
• Enhance customer loyalty and upsell accordingly. 
• Record information on reason for contact – service request, enquiry or complaints. 
• Actively participate in process improvement meetings as required. Attend team briefs {BOD/EOD} and QA calibrations sessions when called on.

Requirements

• Degree/Diploma in any related field   
• Competency in C1 English and excellent grammar skills  
• Minimum 2 years’ experience preferably in a BPO sector  
• Previous experience in customer service is desirable 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Knowledge and experience in reading, analyzing, and interpreting reports and support procedures. 
• Ability to effectively present information and respond to questions from management, peers and customers. 
• Ability to handle service delivery and service assurance processes and structures in a large environment. 
• Self-driven, customer centric and team player 
• Proactive and self – motivated 
• Great people skills 
• Should be flexible to work in shifts both day and night