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Working from Home German Customer Service Adviser in Luton, Bedfordshire, United Kingdom

Concentrix UK

Role: German Customer Service Advisor

Location: United Kingdom, Luton

Start Date: ASAP

Contact End Date: 31st December 2020

Reporting to: Team Leader

About Concentrix:

Concentrix is a global provider of active service solutions for market leaders in telephony, electronic entertainment and IT. We offer flexible and professional solutions for our customers' needs in all areas of customer service. We currently have 225,000 dedicated professionals who speak 47 languages and work from more than 275 locations in 40 countries in Europe, Asia Pacific, North and South America and in Africa.

Become a member of our international and professional teams! We are looking for dedicated employees for our customer service team.

About the Role:

As an Advisor you will be involved in a variety of inbound and outbound calls and messages assisting customers with the issues that they may encounter when on the road. The Advisors are provided with training and learn to use some of the most advanced technology available today to assist customers.

What do you get from us?

  • Annual salary: 1 language + English = 22500 GBP per annum

2 languages + English = 22500 GBP per annum;

3 languages or more + English = 25000 GBP per annum

  • Retention Bonus
  • A dynamic position within an international and dynamic company.
  • Fully paid training and then coaching on the job.
  • Refer a friend bonus.
  • Pension plan.
  • Internal Career Opportunities.
  • 28 days’ annual leave excluding bank holidays.
  • Relocation package.

Responsibilities:

  • Communicating with customers by telephone, email and online to provide outstanding service.
  • Effectively answer all types of customer contact including emergency and non-emergency calls, general enquiries and other patient dependent calls.
  • Assist drivers and their passengers through all message types; including routing throughout Europe and performing vehicle diagnostics remotely.
  • Provide 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.
  • Calling and coordinating the emergency services in the relevant country when necessary.
  • Using persuasive and negotiating skills to 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 in order to enable great customer service.
  • Take responsibility for ensuring all documentation is precise and accurate.
  • Participate in team meetings when required.
  • Participate in improvement trainings.
  • Customer retention by ideal communication and customer service.
  • Ensure CRM Systems are updated accordingly after completing the call.
  • Adopt, follow and share Concentrix culture and values.
  • Any other responsibilities indicated by direct management.

Essential Criteria:

  • PC and MS office proficiency
  • Excellent level English and at least one other languages from: French, German, Italian and Spanish; Verbal and written fluency depending on the team/department. Other languages can be added to the present list.
  • Have an ability to quickly develop a rapport with our customers and emergency services over the phone.
  • A drive for excellent customer service.
  • The sensitivity and professionalism to effectively manage pressurised situations.
  • Temporal flexibility (readiness to weekend shifts and night shifts)
  • Clean bill of character -background check will be carried.

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