Customer Support Representative

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard German speaking Customer Support Representatives to work from home in Romania.

Position: Customer Support Representative

Location: Remote, Romania

Employment type: Full-time

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES

• Handle incoming contact via various channels (live chat, email, messages, contact forms) from users regarding their queries while delivering excellent customer service
• Assist customers with their inquiries, request or orders by properly, completely and accurately entering data in the support tools
• Solve customer case and support online orders in a timely manner
• Maintain a high level of professionalism with clients, establish a positive rapport with every contact
• Stay updated on product knowledge and be informed of any changes in company/client policies
• Immediately deal with or escalate suspected or recognized customer issues as per defined procedures
• Achieve Key Performance Indicator's (KPI’s) whilst maintaining excellent quality
• Any additional ad hoc tasks that may contribute to a better service to the client with quality or improvement to the KPI.

• At least B2 level of German or C1 level of Slovenian, oral and written. Fluent in English. A vacancy for French and Dutch speakers is available on-site (no work from home)
• Excellent communication and interpersonal skills (both oral and written), ability to communicate well with internal and external contacts
• Customer-focused with a friendly and professional manner, understand customer concerns
• Ability to function and adapt in a fast-paced environment
• High emotional intelligence, comprehension and problem-solving skills
• Tech savvy/computer literate with experience and Knowledge of MS Office applications
• 1 year of experience in a contact center or customer service environment will be an advantage.