Customer Support Agent German/english Speaking

3 months ago

Hatfield, United Kingdom PayByPhone Full time

**The role you want - Customer Support Agent
- is at PayByPhone**

PayByPhone is a fast-growing, forward-thinking, global company that is growing fast with offices spanning across North America, France, Italy and Germany as well as the UK. We are recruiting for a bilingual German/English Speaking Customer Support Agent to manage all PayByPhone user requests in German language.

**Responsibilities**

We are looking for a dynamic and adaptable person who is a good listener, empathetic and has a positive attitude. Your main goal will be to respond to and resolve all standard and business user enquiries and complaints effectively and quickly.

**You will be responsible for the following tasks**:

- Handling customer enquiries through several digital networks using our support tool, Zendesk.
- Managing and resolving complaints.
- Escalating customer complaints to management when necessary.
- Answering customer phone calls and making calls to some PayByPhone users.
- Answering requests.
- Analysing requests and testing systems and apps.
- Consulting relevant databases in order to obtain information for responses.
- You may also be asked to carry out other tasks as part of your role to support the PayByPhone team.

**Required Qualifications**
- Bilingual in both German and English
- Experience within customer service
- User satisfaction oriented
- Excellent written and verbal communication skills
- Analytical and conflict management minded
- Previous experience within the technology sector
- Knowledge of Zendesk would be a bonus
- A third language would also be an asset (French, Italian, Dutch, Spanish)

**What does success look like in the role?**
- Workload is appropriately prioritised;
- System issues are reported and resolved in a timely manner;
- Appeals/complaints are investigated within 48 hours;
- 90% of customer complaints are resolved without further escalation to management;
- Over 80% of customer feedback is positive;
- Monthly KPI targets are met;

**Benefits of working at PayByPhone**

Benefits of working at PayByPhoneIn addition to the usual stuff like generous holiday allowance, we offer employees other things, too. We organise fantastic off-site team days that people actually enjoy. We now have a permanent hybrid work approach that everyone is enjoying and embracing, and everyone has the freedom to express themselves in what they wear when they are in the office - we just ask that it’s not PJs.

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