Customer Service Representative (Italian, English & German or French) in Ireland

Position: Customer Service Representative Location: Eastpoint v The Company: arvato Finance is part of arvato AG - the Industry and Services Division of Bertelsmann AG, which ranks among the world's leading media companies. Bertelsmann is an internationally renowned media group with businesses in 58 countries worldwide, employing over 100,000 people in more than 500 companies. arvato AG is an international outsourcing provider with over 68,000 people employed in over 270 subsidiaries across 36 countries worldwide. arvato has annual revenues of approximately €5bn, contributing nearly a third of the Bertelsmann group's annual revenues of over €15bn. Specialized in business process outsourcing (BPO) arvato offers a diverse range of services from conventional printing through to service centres, financial clearing houses and mobile services. Its operations include call and service centres, financial services, logistics services. The corporate division of arvato AG is one of the world's leading media services groups and the activities of arvato businesses include print and distribution of books, music CD's, CD-ROMs and customised multimedia packages for the computer, healthcare and consumer electronics industries. arvato Finance is a leader in global Finance BPO services. We began operations in Dublin in 1996 to support multinational clients entering the European market. We have since grown into a full global Finance BPO service provider, with a strong international network comprising hubs in the USA, Brazil, India, Mexico, Philippines, Singapore and Germany to support compliance with today's standards and offer best shore locations to customers. Through our Dublin-based centre of excellence for finance BPO and our extensive global network, we deliver innovative, tailor-made solutions that enable our private and public sector clients around the world to operate and compete successfully within the global marketplace. With revenues of about €80 million and circa 1300 employees globally, arvato Finance has an array of blue chip clients including some very recognizable and prestigious global names. We are the only company that provides secure global billing and payment solutions tailored to fit with client's existing system infrastructure, partner relationships, and business processes. The key goal of the company is to enable our clients to concentrate on their core competencies by delivering innovative and transformational business solutions in an evolving global market. The principle values of arvato finance services Limited are: Excellence Entrepreneurship Partnership Creativity v Position Objective: To support the aims and objectives of arvato finance services Ltd. by delivering high quality customer service and support to Harley Davidsons' customers via the appropriate medium, e.g. telephone service, emails, at all times, in line with agreed business procedures. Duties & Responsibilities: ü To identify and respond to the needs of customers by resolving queries at the first point of contact via appropriate medium and in line with agreed service levels/KPI. ü To respond to inbound enquiries on behalf of our clients from Europe, Middle East & Africa. ü To demonstrate an effective knowledge of the client's products and services. ü To handle written correspondence in a timely and effective manner. ü To provide administrative support to the team. ü To professionally handle all enquiries, payments and follow up on any issues whilst recognising the need to escalate when immediate query resolution is not possible. ü To communicate effectively at all times between customers, our client and the team. ü To escalate any customer complaints/issues in a timely and efficient manner. ü To highlight ideas for continuous improvement throughout the business. ü To undertake additional tasks as delegated by the team leader. ü To promote a positive and professional image of arvato finance services Ltd. to clients and others at all times by adhering to Company policy and procedures. v Skills and Experience: ü Previous customer service experience with at least one years' direct experience ü Excellent written and spoken linguistic ability in Italian, English & German or French ü Confident in dealing with customers, with good interpersonal and communication skills ü Ability to think on your feet, multitask and use your own initiative ü Attention to detail ü Effective listening skills ü Strong IT skills (Microsoft Word, Excel, Outlook) ü Flexibility, understanding cultural differences. ü Team player, in tune with the aims and objectives of the team, working to team goals and supporting other team members. v arvato finance services Ltd. Leadership Competencies: ü Creativity and Innovation ü Commercial and Business Acumen ü Integrity, Values and Ethics ü Customer Focus ü Team Work ü Results Orientation o Organising and Planning o Change Management o Decision Making o Problem Solving "arvato Finance is an Equal Opportunities Employer, Embracing Diversity in the workplace"

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