Customer Service Consultant in German Language in Mitrovica

The position of Advisor II, Customer Service, connects with customers via incoming calls, outgoing calls, or the internet, depending on customer requirements. This position provides customer service support and resolves non-routine issues related to the client's products or services.

Must Have

• Ensure call center services comply with contractually agreed KPIs.
• Clarify customer requirements and resolve non-standard or unstructured customer concerns.
• Actively listen to customer needs and concerns, show empathy, and build positive relationships.
• Greet customers politely, friendly, and professionally.
• Continuously maintain comprehensive knowledge of client's products/services.
• Ensure complete and precise documentation of all interactions.
• Participate in initiatives to improve customer satisfaction and optimize call center performance.
• Actively offer additional products and/or services to meet customer needs and increase sales.
• Track, document, and retrieve information in the call center's call tracking database.
• Completed schooling.
• At least six months of experience in a call center or customer service.
• Politeness and strong customer orientation.
• Good knowledge of computer systems, call center software, and MS Office.

Perks & Benefits

• Competitive compensation with additional benefits
• Modern offices and an environment for career and new friendships
• Training and professional development programs
• Various bonuses
• Referral bonus for every person referred who joins Concentrix
• Possibility to work from home, depending on the role, project, or department

Summary

The position of Advisor II, Customer Service, connects with customers via incoming calls, outgoing calls, or the internet, depending on customer requirements. This position provides customer service support and resolves non-routine issues related to the client's products or services.

Description

Responsibilities

• Ensure that the call center services provided comply with the contractually agreed key performance indicators (KPIs).
• Clarify customer requirements, specifically question understanding, and use decision-making tools and resources to resolve non-standard or unstructured customer concerns that require deeper clarification or conceptual thinking.
• Actively listen to customer needs and concerns, show empathy, and at the same time take the opportunity to build a positive relationship with the customer.
• Greet customers politely, friendly, and professionally according to call center procedures and guidelines.
• Continuously maintain comprehensive knowledge of the client's products and/or services to provide the best possible service.
• Ensure complete and precise documentation of all interactions, including the proper recording of account information in the systems.
• Participate in initiatives to improve customer satisfaction and optimize call center performance.
• Actively offer additional products and/or services to meet customer needs and increase sales.
• Track, document, and retrieve information in the call center's call tracking database.

Your Profile

• Completed schooling and preferably at least six months of experience in a call center or customer service.
• Politeness and strong customer orientation, especially in a call center environment.
• Good knowledge of computer systems, call center software, and MS Office.

What we offer

• Competitive compensation with additional benefits, depending on the role
• Modern offices and an environment where careers and new friendships are built
• Training and professional development programs
• Various bonuses
• Referral bonus for every person referred who joins Concentrix
• Possibility to work from home, depending on the role, project, or department.