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Inbound Support Centre Representative

3 months ago

Manchester, United Kingdom NQC Full time

NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries including the UK Government and the Automotive industry.

Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world and become part of an exciting long term plan for sustainability, and a better future.

About your new role

Due to an exciting period of growth, NQC is looking for an Inbound Support Centre Representative to assist our German suppliers and clients. You will be joining our Service Delivery department, who are responsible for providing support to global blue chip organisations and ensuring our clients and their suppliers have a seamless experience using our platform.

As a German speaking Inbound Support Centre Representative, you will be required to undertake the following responsibilities as part of your day to day activities:

  • Supporting suppliers and clients using NQC Ltd online based products.
  • Provide inbound support in response to telephone, email and Live Web Chat queries.
  • Troubleshoot and resolve technical issues related to our products.
  • Escalate complex issues to the team lead and other departments as needed.
  • Collaborate with other team members to ensure customer satisfaction and timely issue resolution.
  • Participate in team meetings and training sessions as required.
  • To maintain an appropriate working knowledge of the NQC system.

Requirements

  • Fluent in both English and German, in both verbal and written form.
  • Excellent listening and communication skills.
  • Experience providing exceptional customer service.
  • Experience in a customer service environment would be beneficial.
  • Ideally experienced in a busy SaaS business, working to deadlines and resolving queries in a timely manner.
  • Comfortable working towards individual targets.
  • Be able to work the German market shift, 8am-4pm with a 30 minute unpaid lunch break.

Key Competencies 

  • Is consistently motivated, committed and able to perform duties in all situations.
  • Communicates and receives ideas, views and information to achieve understanding.
  • Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour.
  • Plans and prioritises activities and resources to maximise performance and minimise errors. 
  • Thinks creatively and embraces opportunities for change. 
  • Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues.

Benefits

  • Competitive salary.
  • 25 days holiday (Increasing with service) excluding bank holidays.
  • Hybrid working policy.
  • Health Cash Plan.
  • 24/7 Access to a Virtual GP.
  • Life Assurance (4 x Salary after probation period).
  • Regular company socials and events.
  • YuLife: Employee perks and wellness platform.