German Speaking Customer Support - Remote

Home based German Speaking Customer Support – working on behalf of one of world’s leading retail brands – Remote based

€24,000 + bonus up to €25,500 per year

Based anywhere remotely in Republic of Ireland

The role involves liaising with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. Inbound chat support and very low number of email and voice support. This position provides customer service support and resolution of routine problems regarding client's product or services.

Job Duties

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’).   
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.   
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. 
• Maintain basic knowledge of client products and/or services.   
• Prepare complete and accurate work including appropriately notating accounts as required.   
• Participate in activities designed to improve customer satisfaction and business performance.   
• Offer additional products and/or services.   
• Track, document and retrieve information in call tracking database.   
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Candidate Profile 

• At least b2 German, ideally C1+ German and fluent English.
• Good computer skills
• Good general customer service skills
• Team player and also able to work on own initiative.
• Good internet connection.