Roles and Responsibilities

• Handle phone calls with customer queries and provide resolution to end users.
• Escalate priority issues per Client specifications to the immediate lead as applicable.
• Provide inputs on process changes and best practices.
• Stay updated with new updates, process changes and updates.
• Maintain Exemplary Attendance and Punctuality

Applicant's Specifications & Qualification:

• Strong verbal communication skills in German language Minimum Proficiency level of C1
• Excellent German Comprehension skill- Should be able to read, comprehend and write in German language.
• Customer Centric Mindset
• German Culture awareness
• High problem-solving skills
• Should know basics of computer and knowledge of MS Office (Word, Excel, PowerPoint) and latest operating systems
• Ability to work in Highly dynamic and high call volume environment.
• English language skills are preferred (not mandatory)
• Typing 25 WPM and 85% accuracy. Ability to present value-adding solutions to customers
• Flexible to work in rotational shift /National Holidays/Weekends
• High emotional intelligence and soft skills with the ability to serve high-profile customers
• Achieve goals on time with excellent customer care
• Ability to learn, acquire knowledge and develop
• Initial ~8 Weeks in office (During training phase)
• Part timers if on boarded to be working Full time during training (Initial ~8 Weeks)

Preferred Competencies:

• Demonstrates a strong customer service orientation.
• Takes responsibility to follow up with customers to ensure their needs and expectations are satisfied and promises are kept.
• Friendly and upbeat style
• Ability to handle difficult or irate customers effectively.
• Solves routine problems effectively, gathering the information necessary from the customer.
• Applies systematic approach to solving problems.
• Professional and positive in interactions with others and is able to establish rapport quickly
• Treats others with courtesy and respect
• Able to adjust his/her behaviour and communication to accommodate working styles and
• perspectives of diverse individuals

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