Native German Speakers (Customer Support)

Algemene omschrijving

· Provide solutions to customers whose service contract has expired
· Identify and resolve technical issues affecting customer client systems
· Troubleshoot technical issues of customers.
· Supports the customer in all aspects through to problem resolution
· Keep the customer informed and updated throughout life of incident
· Administration — execution of offers and orders and completing of all administration required

Gestelde eisen

Technical capability
Can work with a wider set of products (e.g. operating system, networking, PCs, Oracle), with only limited support and some supervision. Or can be responsible for successful operation of several service components. Can do basic configuration of software. Knows when problems are "beyond me". Beginning to develop a specialisation.

Process
Can follow the processes and use the systems required (e.g. call management system, basic diagnostic tools, customer’s processes). Can conform to processes (e.g. to change control). Documents actions taken.

Service level
Knows the overall service level required by the customer. Escalates before it is too late.

Personal
Customer relationship
Delivers service in a way which meets or exceeds customers’ expectations. Would need support if required to attend a customer meeting (e.g. when working in an on-site assignment).

Communication
Listens, understands the problem. Communicates clearly with customer, colleagues and managers. May be able to run short training/workshop sessions in own area of knowledge.

Problem solving
Obtains the information required; diagnoses and resolves more difficult problems in a timely manner. Shows tenacity in resolving problems.

Team working
May deal with problems escalated from the first level. Willing to contribute to the team. Creates effective working relationships. Seen as an asset to the team.

Business awareness
Is generally aware that different resolutions have different cost implications.

Professional development
Can quickly learn about unfamiliar products. Contributes to own development and is prepared to take some responsibility for it.

Uren

40

Meer informatie

We are looking for a Native German speaker to join the team in Maarssen for this position the salary is 1700,-
plus the following secondary benefits:

24/7 free public transport travel card to explore the Netherlands by bus, train, tram and metro. The value of this card is € 500 per month.
Fulltime position of 40 hours per week.
Definite contracts with Sykes and on the long run even indefinite contracts.
Development opportunities to Team leader and beyond.
10% discount on collective health insurance (verzekering).
Quarterly bonus scheme for all call centre agents - max 4 % of monthly salary.
Onsite cafeteria – delicious meals.
National Call Centre Agent Certification.
Employee referral program with bonuses.
24 Days holidays a year.
8% holiday money.