Our Client is a global leader in solution design, business optimization strategies, front-office customer support and back-office services like finance, accounting, collections and tech support.
The company provides customer acquisition management, customer care, technical support, debt collection, social media services and other services. They have over 450 contact centers in 83 countries and serve over 170 markets supporting global clients worldwide.
They are opening up in Kenya and looking for German Customer Service Agents who will be based in Nairobi.
Key responsibilities
- Handle customer queries that come in via phone and email
- Ensure quality metrics are met in emails sent or calls handled
- Ensure queries are handled within the service level agreements within the expected turnaround times
- Take ownership of customer concerns and liaise with different departments to ensure the resolution of customer queries
- Investigate and resolve customer complaints to customer satisfaction
- Work with email and call KPI and targets and ensure they are met
Skills & Competencies
- Must have a German proficiency levels B1, B2, C1
- At least 1 year customer service experience but Not Mandatory
- Strong phone contact handling skills and active listening
- The flexibility to work in shifts
- Prior experience in customer service working with CRM software where there is use of Omni channel (call, email, chat) are an added advantage
- Customer orientation and ability to adapt/respond to different client temperaments
- Excellent communication and presentation skills
- Ability to multitask, prioritize and manage time effectively
- Strong phone contact handling skills and active listening
To apply, send your updated CV to info@epafrica.co.ke and a video recording introducing yourself in German. Please note only short-listed candidates will be contacted.