Customer Services Representative- German Speaking

2 weeks ago

Southampton, United Kingdom Page Personnel Finance Full time

Customer Service at a contact Centre based in Southampton.

**Client Details**

Our client is a reputable contact centre that deal with queries and bookings for cruises across the globe.

**Description**
- Maintain accurate and up-to-date customer case files on a weekly basis to ensure that all correspondence is addressed timely and efficiently.
- Track files and follow-up on items; prioritize files of a sensitive nature.
- There will be times that a phone call to the guests or travel partner will be necessary to clarify and resolve issues.
- Refer guests' concerns to appropriate areas for response directly to the guest; take appropriate steps to ensure that internal departments receive and respond to requests in a timely manner.
- Communicate routinely with onboard staff and officers to resolve guest issues before disembarkation and research concerns from a past voyage.
- Act as customer liaison for correspondence received by executive officers and senior management including senior vice presidents and the president's office.
- Remain apprised of local and national trends and topics relevant to the cruise line.
- Review all memos, brochures, voyage reports and other reports to stay abreast of itinerary changes, pricing, onboard activities, refund policies and personnel changes.
- Make recommendations and suggestions for changes in brochures, advertising and other promotional efforts.
- Use critical thinking skills to develop creative solutions to problems while considering the cost to the company and the ability to increase the company's goodwill in the eyes of the guests.
- Issue compensation such as amenities, cruise credits, onboard credits, check requests, credit card refunds within established guidelines to resolve customer inquiries.
- Enter information in customer database to code, classify and document records for reporting purposes.
- Assist with special projects as assigned.

**Profile**

Strong critical thinking, written and verbal communication skills to effectively assist guests and relay appropriate information to management and related departments.

Interpersonal skills and solid knowledge base of customer relations processes and policies to assist other Coordinators.

Ability to interact with all levels of the organization and client base in a professional, diplomatic, and tactful manner.

Exceptional organizational skills to maintain records of customer files.

Sound problem-solving skills with ability to fully understand and identify with customer concerns and situations.

Demonstrated ability to handle multiple tasks and shifting priorities while maintaining a positive attitude.

Ability to be resourceful to customers.

Ability to work effectively independently, as well as in a group. Ability to complete work in a timely manner with accuracy and attention to detail.

Strong personal time management skills to handle high volume of requests.

Basic level proficiency with Microsoft Office Suite, Word and Outlook.

Solid proficiency in Sales Force software is preferred.

GERMAN SPEAKING AS SECOND LANGUAGE

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