German speaking Customer Service Representative (PE-10128)
-- Being the Single Point of Contact between End users and Onsite Engineers.
-- Understanding and supporting the End-to-End Product Management Lifecycle
-- Use of IT Service Management tools including Order Management, Asset Data Handling, Appointment scheduling with End users
-- Quality check and processing of incoming requests and incidents via ticketing tools, mailbox, and phone based on predefined Knowledge -- Base documents and work instructions
-- Within delivery keeping the agreed service levels
-- Maintaining and improving customer satisfaction, providing a consistent customer experience
-- Monitoring all tickets and escalating issues in line with company processes to ensure customer demands are met
-- Exception handling within the process (stuck process/change process/procedural changes.)
What you need to have
-- You are fluent in German and in English (spoken and written)
-- You are interested in customer service, and/or back-office activities
-- You are confident in your communication with internal and external customers
-- You would like to use your language capability as a base for your daily work
-- You are a quick learner and open to learn IT Service Delivery processes through various tools like IT Service Management Tools
-- You have working knowledge of Windows 10 and MS-Office applications (Word/Excel)
-- You have good interpersonal, literacy and numeracy skills
-- You can work under supervision, follow instructions and procedures as well as you are able to be independent
-- You can learn new tasks/areas quickly and willing to progress as well as to motivate others
-- You demonstrate an organized approach to work, you can do structured work under pressure and are result-oriented
-- You like complex challenges (at times)
-- You are able to organize, prioritize, and being able to see the process from a higher level.
-- You have Service Desk experience and would like to use your learned skills on a different service area
-- You have already worked under Transitional situations with frequent changes in service.
-- You are flexible to manage change in general.
What we offer
As a future member of our team in the IT Service Desk department you will have the opportunity to:
-- Use and improve your language knowledge
-- Participate in trainings and talent programmes
-- Go through a professional and personal development
-- Work in a fun and diverse atmosphere
-- Have a stable workplace with flexible scheduling