German Technical Customer Support Advisor

2 months ago

Oxford, United Kingdom BRELLIS RECRUITMENT LIMITED Full time

**Technical Customer Support Advisor - German desk**

Hybrid position with 3 days remote and 2 days in the Oxford office (excellent facilities)

A superb opportunity to join a globally recognised brand in a temp to perm position.Competitive salary at £13 per hour and when permanent eligible for a host of incredible benefits.

Hours of work are 8 - 4.30 (including every other weekend which is always worked remotely and 2 days off during the week)

**Your key responsibilities will include**:

- 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).

**The ideal person for this role will be**:

- 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.

INDG

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