German Service Desk Agent

Full Time
  • Full Time
  • Lisboa
  • 2020-02-02 2020-03-03
  • Call Center / Help Desk
  • Licenciatura
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Are you an enthusiastic communicator based in the Lisbon area who is looking for an opportunity to utilise your fluent German language skills? We have an exciting opportunity available in our international offices. Ideally you will have gained some experience in customer support over the phone and email. Your key prirotiy should be providing our B2B customers with the best possible service, ensuring they are confident in their choice to use our solutions.

We provide extensive training to ensure you are brought up to speed on the technologies and solutions we offer to our customers. Don’t be afraid of understanding the complex technologies – your task isn’t to solve the issues, but to raise tickets and pass them on to our internal resolution teams.

Your tasks:

Receive and handle inbound customer faults (Incidents) via calls and emails.
Creation of customer tickets using the CRM Siebel with all customer inputs captured in German, to be systematically translated to English for the tickets
Real-time monitoring of all available channels for subsequent inbound communications from customer/suppliers related to existing tickets and deciding on “next best action” (typically an outbound communication and/or a TO DO task to Colt internal Resolution teams)
In cooperation with Colt internal Resolution teams, create and follow-up on communication plans agreed on with customers/suppliers.
Real-time monitoring of inputs received (in English) from Colt internal Resolution teams and translation into German before communicating with the customer/supplier.
Build and manage customer relationships with customers, suppliers and internal Colt teams.

The Key Accountabilities:

Ensure systematic and high quality documentation in Colt CRM systems of all interactions with customers/suppliers.
Participate, when requested, in Continual Service Improvement initiatives representing the functional area of expertise
Provide training and coaching to new starters and less experienced team members to assist with the on-going development of the team.
Live and breathe the customer focus we pride ourselves on here at Colt!
Ensure a right first time, accurate approach to resolving our customers issues
Help to build strong relationships with all departments within Colt

What you will need to succeed:

Knowledge of business English, grammar and usage as well as fluency in German.
Previous experience within a customer facing call centre Helpdesk environment, ideally in the Telecoms sector or IT
Excellent interpersonal, listening, communication and critical thinking skills.
Ability to effectively problem-solve basic to moderately complex customer issues and complaints.
Prior experience of working within a team environment, in which a supportive team resolves bigger issues together and helps one another succeed.
Able to demonstrate a high level of capability in terms of customer handling, show empathy and maintain a friendly, calm and professional attitude in conflictive situations
Ability to work under pressure, maintain high standard of quality at all times

What we offer:

Relaxed dress code
Two days annually to spend on volunteering opportunities
Ability to grow your skillset and develop internally at Colt
Benefit package that includes life insurance, private health insurance and pension plan
Daily meal allowance
Access to a virtual business school for on-going learning
Business mentoring
International environment with employees from all over the world

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