Customer Service Agent with German

Job description

Currently, we are looking for a motivated Customer Service Agent with German. He provides first line of enquiry for all calls, logging the call, ensuring that the customer is entitled to the service, dispatch the case to the most appropriate technically skilled team, coordinates support activities, plans and dispatches HP resources.


Job specifics/responsibilities:
· Logs the call in to a data base
· Ensures that the customer is entitled to the service, validate customer contract details
· Manages the service requests and enquiries of customers through different access channels.
· Manages customer expectations and identifying customer problems
· Performs re-entitlement and clarification
· Contacts customer in case clarifications are needed
· Monitors the service event through completion for compliance.
· Handles timely elevation and/or escalation, when get complex problem
· Coordination of support activities and planning and dispatching of HP resources.
· Participates in projects for process or quality improvements.
· Provide feedback for operation excellence.
· Manages multiple tasks or cases simultaneously with minimal supervision.

Desired profile

Education (degree) and professional experience required:

· High School: completion of post primary level education prior to University study

· Experience in relevant technologies and customer environments

Other requirements:

· Excellent language skills in German
· Good command of English

Personal skills and qualities:

· Excellent verbal and written communication skills
· Team worker
· Ability to work under pressure
· Excellent analytical, softskills and problem solving skills
· Excellent customer service skills
· Phone and remote support experience

Technical skills (procedures and documents the employee has to be acquainted with):

MS Office applications

Affinity with usage of customer logging tools and computer programs.

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