Customer Contact Agent – German – NL (remote)

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Job Contact
Nadja Nufer
abroad@abroad-experience.com

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Responsibilities/Tasks

Responsible for capturing and handling all incoming and outgoing customer contacts from different media in a correct, professional and customer friendly way, complying with the target figures as agreed with the company’s clients. For each interaction, the Agent is responsible for supplying the customer with correct and complete information (according to the script) and for registering the required information in the appropriate format(s) to make each interaction billable.

  • Provide the customers with the correct service by giving product information, taking orders and by finding solutions for problems the customer may have
  • Ensure that all scripts are actively used and adhered to. Any script discrepancies are to be reported to the Team leader
  • When registering orders, responsible for ensuring that each order is filled in completely and correctly in line with scripts and procedures whilst respecting the customer’s privacy.
  • Register interactions in the complete and correct format(s) in order to make the interactions billable
  • Ensure that complaints are handled in a correct way and that the department/person related to the complaint is informed
  • Handle credit card authorisations in accordance with the PCI compliance regulations
  • Ensure adherence to confidentiality clauses, including but not limited to data- and customer privacy models and laws
  • Escalation follow-up and registering/administrating the relevant changes in the corresponding systems
  • Any other duties as assigned by management

Requirements

  • Native German speaker plus fluent English skills
  • Service minded
  • Stress resistant
  • Accurate, punctual
  • Convincing
  • Flexible
  • Friendly and clear telephone voice
  • Trustworthy
  • Pro-active, professional and patient
  • Able to familiarise oneself quickly with new products
  • Excellent communication skills
  • MS Office knowledge on end-user level
  • Willing to start on a initial 3-month temporary contract

Interested in this position?

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