German AND French speaking Customer Services Representative

Reading

£22K + Benefits

Company Overview

Our client is currently seeking to appoint a German AND French speaking Customer Services Representative to assist the Contact Centre Team Leader. The main focus of the role is to ensure procedures relating to quality controls are followed so as to maximise productivity and staff/customer satisfaction following Company quality control processes; provide excellent customer service, resolve any customer escalated issues or problems to conclusion; and develop/build customer relationships.

Major Responsibilities:

To work as part of the Contact Centre team, providing a high level of service

To support the Contact Centre Team Leader with key customer accounts and administrative tasks

To resolve any escalated Partner issues

To achieve objectives for the Contact Centre team in line with the agreed Service Level Expectations (SLEs)

To manage the response to all Partner queries related to invoicing within a timely manner

To maintain the agreed Contact Centre SLEs for email and telephone queries

To comply with the documentation related to Contact Centre team training and systems

To monitor Partner compliance, performance and marketing programme execution

To ensure prompt and effective escalation of any non 1^st level support queries

To ensure prompt and complete supply of Partner Welcome packs to all Partners

To ensure all Action Points assigned to the Contact Centre team are investigated and completed within the agreed timescales, ensuring investigations are thorough and preventative measures are relevant and achievable

To ensure team moral and motivation is maintained to a high level at all times

To promote team work in all areas of the business to help achieve common goals and targets

To meet agreed SLEs relating to the set up of customer files and the processing of orders, and pro-actively communicate with other teams regarding scheduling/resource issues that will affect the delivery of SLEs or hinder the on time production of orders

To understand and maintain accreditations by ensuring compliance to relevant processes, standards and operating procedures

To provide a reliable and consistent training materials service ensuring customer’s requirements are met at all times and to the highest standards

Qualifications:

English AND French AND German. Business fluency is a must.

Relevant experience of customer/consumer services

Detail oriented and accurate

Good verbal and written communication skills

We thank you for your interest. If you have not heard from us within 48 hours, in this instance, your application has not been successful. However, we do advise you to regularly visit the Kerr Multilingual website to review many new job opportunities in which you may be interested.