Customer Support Specialist- German Speaking

RESPONSIBILITIES Urgently looking for talented people to join a Customer Service Team; You have: 1.Good communication skills in GERMAN 2. Previous experience in the field ADDITIONAL DETAILS If you speak fluent in GERMAN, please apply online by submitting your CV together with your motivation ...

JOB SUMMARY
As a HRO/Dayforce Managed Customer Support Specialist, you will be responsible for handling inbound customer calls/emails in a fast paced, dynamic call centre environment from multiple queues. A Customer Care Representative will normally handle multiple high volume calls/emails assisting customers with complex questions relating to their benefits and/or payroll questions in a high-volume call centre
SPECIFIC DUTIES AND RESPONSIBILITIES
(other duties maybe assigned)
 Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training
 Use decision-support computer software programs to respond to common service questions and inquiries
 Position entails a high amount of customer interaction over the phone
 Ensure that customers understand the resolution and provide on-going education to customers
 Listen attentively to customer needs and concerns; demonstrate empathy
 Proficiently navigate computerized data entry systems or other relevant applications and document accurately all actions taken in a concise and timely manner
STANDARD DUTIES AND RESPONSIBILITIES
 Achieve delivery of tasks in accordance with agreed schedules, procedures and standards
 Meet or exceed process KPIs
 Drive customer satisfaction by providing high quality of service
 Execute corrective and preventive action plans
 Record key delivery data for metrics purposes
 Aim at becoming a Subject Matter Expert in process
 Be an effective team player
 Proactively highlight risks
 Ensure that complaints are proactively escalated
 Seek and respond to development feedback
 Mentor & Coach new recruits in their process
Degree of Independence/Supervision required
 Will be formally supervised by Team Lead/Manager
 Promptly escalate exceptions to the Seniors/Team Lead/Manager
 Accountable for individual performance
Competencies
Technical Competencies:
 Domain Knowledge – US and CA Payroll(desirable – else, to acquire during provided training)
 Time Management and prioritization
 Extensive customer service experience required Able to demonstrate strong written and verbal skills
 Analytical and Reporting Skills
 Computer Literate (MS Word, Excel, PowerPoint, Outlook)
Behaviour Competencies:
 Quality Focus
 Results orientation
 Capacity to adapt to Change
 Initiative
 People Sensitivity
 Customer Orientation
 Teamwork & Cooperation
Education/Experience
 HSC Holder or Higher Education
 2+ years of work experience in an office environment (preferred)
Other Requirements
 Flexibility in terms of working hours (e.g. should be able to work CA/US hours)
 Very good command of oral and written German, English and French
 Very good telephone manner
 Ability to work overtime (Weekday/Weekend) and including Mauritius public holidays