Job Description

German Customer Care Representative

Location:
Luton, UK (25 miles north from London)

Salary: £15000 - 17000

Project Background:
The Customer Care Centre is a 300 seat, multi-lingual and multicultural customer care centre. The centre provides customer service to owners of vehicles across 20 European countries.

Job role / Activities / Responsibilities:
Working in a team within a customer service centre environment, responsible for the resolution of incoming contacts from customers and dealers.

General day-to-day duties include:
· generally dealing with only German speaking customers
· initially focusing on answering inbound telephone calls
· working to strict service level criteria and deadlines
· working on own initiative to follow up and resolve the issues raised by customers
· understanding and applying the policies to resolve the enquiries raised
· liaising with business partners - i.e. dealers, field managers and internal departments to develop
action plans and resolutions
· delivering excellent customer service in a professional, polite and clear manner
· logging of all contacts and following up on action plans using a case management system
· using modern computer technology - including Word and other Windows packages
· role develops to include responding to correspondence in the form of letters, emails and faxes
· Monday to Friday

Qualifications/Skills Required

Personal Requirements:
· PC literate
· spoken and written German to native standard (including business correspondence)
· thorough understanding of the German culture
· fluent English for training and communication purposes
· enjoys direct contact with customers by telephone
· well organised
· excellent team player
· ability to work under pressure and deal with high stress/confrontational situations
· ability to work on own initiative
· help desk / call centre type experience