Customer Service Advisor ~ German Speaking

2 weeks ago

Oxford, United Kingdom Office Angels Full time

As a Customer Service Advisor you will undertake a variety of duties from troubleshooting technical issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Usingall available knowledge tools and resources to achieve the defined KPIs you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. You are expected to havethe technical and interpersonal skills to deliver a high level of customer satisfaction.

JOB ROLE: Customer Service Advisor ~ German speaking

INDUSTRY: Travel

SALARY: 26k - 28k

LOCATION: Oxford hybrid (2-3 days a week office attendance)

JOB ROLE:

- Identify and resolve customers' requests/questions or complaints using relevant knowledge base tools or other technical resources.
- Ensure excellent troubleshooting documentation.
- Communicate and consult with colleagues to share best practice.
- Follow best practice incident management processes to ensure the KPIs are met.
- Comply with/complete global support specific or ad-hoc tasks.
- Escalate complex tickets to 2nd tier support and follow up for resolution.
- Meet support KPIs (Initial response time, Quality scores, Client happiness rating).

ESSENTIAL SKILLS:

- 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting was required
- Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
- A team player who is positive, friendly and has a can-do attitude towards staff and customers.
- Receptive to constructive feedback and changes within the business.
- Confident and competent in handling complaints, mediation and troubleshooting technical issues.
- Experience within the travel, tourism, leisure and hospitality industries would be an advantage but is not essential if you have a passion for customer care.
- Experience of working to customer satisfaction based targets and operational metrics such as quality and handle time.
- Fluency in written and spoken English & German language is essential. (C1 level).
- Ability to multitask in a fast paced environment, Identifying next steps and executing on them diligently.
- Ability to work shift patterns, including some weekends.

This opportunity is being advertised by the Office Angels West End team.

Office Angels West End branch look after roles in the following locations and all areas in between: Oxford Circus, Oxford Street, Covent Garden, Tottenham Court Road, Euston, Regent Street, Piccadilly, Leicester Square, Camden, Bond Street, Marble Arch,Marylebone, Mayfair, Baker Street, Edgware Road, Regents Park, St Johns Wood, Primrose Hill, Paddington, Hampstead.

Our Retail team looks after Fashion and beauty roles nationally.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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