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Großbritannien (UK)Großbritannien (UK)

Erstellungsdatum 06.02.2017

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Customer Service Advisor – German speaking

About the Company: As an Advisor on the OnStar account you will be involved in a variety of inbound customer calls varying from arranging emergency services to helping drivers find their way to an important meeting or their holiday destination. To do this you will be trained to use some of the most advanced technology available today. About the Role: As a Customer Care Consultant, you will be the first point of contact for world leaders in their perspective fields all over Europe! Our Client will depend on you to provide the highest standard of customer service. They will seek your advice on products and services that will make their business the greatest that it can be!  We are looking for enthusiastic individuals who are interested in working in a fun, fast paced and performance based environment which will involve advising, solving and communicating with customers to deliver first class service. Responsibilities:
  • Confidence and experience with customer service are a must and world class training will be provided to give you the skills, confidence and knowledge to grow and develop within your role.
  • Effectively answer all call types of customer call including emergency and non-emergency calls general enquiries and other patient dependant calls, over a 24/7 period.
  • Using the latest technology, you will assist drivers and their passengers through all call types; including routing throughout Europe, performing vehicle diagnostics remotely and even providing emergency assistance.
  • Analyse the information received from the caller, using accurate decision making and judgement skills to provide an efficient and effective service, whilst showing care, compassion and understanding. You must stay level-headed, professional and patient.
  • When an emergency incident occurs you must take into account the health and safety requirements of drivers and their passengers and co-ordinate an appropriate response to the situation; including calling and coordinating the emergency services in the relevant country.
  • Using persuasive and negotiating skills you must keep an unstable or distressed caller on the line until emergency help arrives. This often involves overcoming barriers in understanding, such as language and cultural differences.
  • Keep up to date on operations and systems understanding to enable great customer service
  • Take responsibility for ensuring all documentation is precise and accurate.
Essential Criteria:
  • At least 12 months’ customer service experience working in a similar fast paced environment.
  • Ideally you will be educated to secondary level education.
  • Have business level English and at least two other languages from: German, Bulgarian, Czech, Danish, Dutch, Finnish, French, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese, Romanian, Slovakian, Slovenian, Spanish and Swedish
  • Can work a fully flexible 24/7 pattern, further information on rotational shifts can be confirmed.
  • Have an ability to quickly develop a rapport with our customers, emergency services over the phone.
  • The sensitivity and professionalism to effectively manage pressurised situations.
Desired Criteria:
  • Previous contact centre experience is preferred but is not essential.
  • Experience of PC advanced telephony work, and you must be a confident user of both.
Hours of Work: 40 hours per week, Monday-Sunday – rotational shift pattern Holidays: 28 days holiday inclusive of statutory bank holidays Benefits:
  • Pension Scheme.
  • Health and eye care support provisions.
  • Childcare vouchers.
  • Excellent relocation support.
  • 28 days paid holiday (including statutory days).
  • Holiday and weekend break discounts.
  • Exclusive corporate discounts and savings.
  • A fun, dynamic and challenging work environment.
  • Team building activities and networking opportunities.
  • Competitive bonus incentive.
  • Professional and professional development.
  All offers are subject to a successful Complete Background Screening process. All applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process. Concentrix is an Equal Opportunity Employer and we welcome candidates from diverse backgrounds.
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