German Customer Service Advisor

3 weeks ago


Oxford Business Park North, United Kingdom Berry Recruitment Full time

Do you want to work for a company with a clear, people focused, inclusive and passionate vision?

"We believe that we are better together, and we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. We want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize theIndustry and together find the good out there"

**SALARY - £24,500 per Annum - 10% Annual bonus paid Quartely.**

**LOCATION - Oxford**

**ROLE - Customer Service Advisor - German Speaking**

**HOURS - 08:00 - 16:30 - Monday - Friday**

**BENEFITS - 25 Days Annual Leave**

**Purpose of the German speaking Customer Service Advisor**

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.

**Key Responsibilities of the German speaking Customer Service Advisor**
- 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 second tier support and follow up for resolution.
- Meet support KPIs (Initial response time, Quality scores, Client happiness rating).
- 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.



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