German Speaking Customer Service

3 weeks ago


Reading, United Kingdom executive careers Full time

**Main Goal**

To receive and log all first line technical queries and requests on the service management from internal, external, direct and indirect customers in German.

**Responsibilities**
- To handle all first line technical queries relating to hardware and solutions
- To take ownership of Key Account as a single point of contact for Account managers/Partners on queries/escalations
- To provide support and resolve issues over the phone
- To diagnose and request the despatch of spare parts via Service Operations Administration when required
- To diagnose and log incident tickets on the incident management system and escalate to appropriate resolver group (return to base, exchange, etc) To request field service call via Scheduling Coordination
- To log all queries via incident call management systems, updating call status where appropriate and closing calls once actions are complete
- To process toner orders checking requirement using available monitoring tools
- To observe and adhere to the set service levels agreed
- To monitor call status and chase / escalate any outside of SLA for resolution To highlight and report on any areas of improvement
- Any other tasks as directed

**Knowledge Experience & Skills**
- Experience of Customer Service essential Fluent German speaker
- Great telephone handling
- Excellent communicator & able to operate in busy service environment



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