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IT Service Desk with German, location: Bucharest

23 Apr 2019, Bucuresti

Consultant: Sales Consulting

Our client is a multinational company specialized in providing management consulting, technological solutions and outsourcing services for businesses, present in more than 56 countries and with over 440.000 employees worldwide.

Responsibilities:

― Customer Service agents support end user in day by day operations with specific applications;

― Receives and assess claim according to defined procedures/routines;

― Receives and logs all e-mail/web/phone call and ensures proper documentation;

― Research of required information using available resources, user guides and match complaints with known errors and problems;

― Support in using application functionalities, identification of possible workaround;

― Identify and escalate priority issues;

― Helps agents in routing complaints to appropriate second level group;

― Adhere to the Service Level Agreement (SLAs) specified by the Client / Process in terms of quality, productivity and schedule;

― Attend to information requests from customers and track the status of consignments on the system;

― Handle operational queries with a sense of urgency and deliver an accurate final job;

― Support the organization to achieve full compliance with corporate sustainability standards and focused on quality;

― Address any problems/grievances with the Coordinator/Manager/ that may have an impact on productivity and operations;

― Take steps to improve performance based on coaching.

 

Requirements:

― Fluency in German and English, both written & spoken (B2-C1);

― Proficient in relevant computer applications (internet Explorer, Outlook usage, Microsoft Office);

― Verbal and written communication skills;

― Active listening skills;

― Detail-oriented and analytical;

― Problem solving and analysis;

― Customer service orientation.

 

* All the applications will be introduced in our data base. Only the eligible candidates will be contacted. Thank you for your interest!