Customer Service Advisor (B2/C1 German language)
Core
Handle customer queries via phone, email, and chat to provide timely resolutions and ensure cases are resolved within the lifecycle.
Role type
Customer Service Representative (B2/C1 German)
Builds
Client service interactions and case resolutions
Domain
Customer Support / Contact Center
Deliverable
client delivery
Required skills
German (C1), English (B1+), phone communication, email communication, chat support, case recording, issue escalation, multi-tasking, shift work adaptability
Preferred skills
computer proficiency, problem-solving focus, written communication (50 wpm typing speed), background check clearance
Technologies
contact center tools
Responsibilities
Handle phone calls with customer queries and provide resolution to end users. Record case resolutions in the contact center tool based on client communication via phone, email, chat etc. Ensure that cases are resolved within case life cycle, as per individual balanced scorecard. Escalate priority issues per client specifications to the immediate lead as applicable. Meet quality standards on all handled contacts. Complete hours of staffed time on all rostered days. Handle contacts while maintaining the targets defined for the project: response time, handle time and resolution rate aligned with Project KRAs. Attend trainings as required.
Seniority
Individual Contributor