German speaking Customer Service Agents - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 01-10-2015 11:04:26 AM
29-10-2015 11:04:26 AM
Looking for German speaking Customer Service Agents to manage all customer queries and requests regarding the booking and planning of their travel arrangements in line with quality standards in order to ensure a positive customer experience that leads to customer satisfaction and retention.

Knowledge, education and experience:
Matric or International Equivalent of a Matric (Essential)
Fluent written and verbal language skills in German and English (Bilingual Essential)
Excellent verbal and written skills (Essential)
Strong comprehension skills (Essential)
Excellent Conversational Writing Skills (Essential)
Advanced computer literacy - ability to speedily navigate various screens and systems effectively (Essential)
Minimum 9 months customer service experience servicing individuals in German (Essential)
Previous Contact Centre Experience (Desirable)
Travel/aviation/tourism industry experience (Advantageous)
Experience working with international clients / customers (Highly Advantageous)

Provides a prompt and efficient service to customers
Actions customer queries within the confines of operational and client policies and procedures
Ensures all laid down targets are met with respect to conversion, revenue, and ancillary sales as well as C-Sat and completeness of service
Establishes the customers’ needs by using expertise to diagnose and resolve problems
Uses questioning and listening skills to make a judgment on the best solution or action to resolve the customer’s query
Takes ownership of the end-to-end process so as to ensure timely and accurate resolution of customer’s queries at the first point of contact within agreed service levels, targets and objectives
Identifies cross and upsell opportunities to promotes client products, services, rates and programs
Demonstrates high attention to detail in all customer interactions in order to ensure all requests and issues are resolved in an effective manner
Takes initiative and is proactive in ensuring his/her knowledge is relevant and up to date with regards to products, services, rates, programs and processes
Adapts own behaviour to changes in products, services, rates, programs and processes so as to ensure an excellent customer experience
Escalates/ transfers calls if required as per guidelines
Raises incidents to the appropriate stakeholders providing accurate and relevant information
Ensures all queries identified as high risk are closely monitored and actioned promptly
Makes recommendations to management concerning issues that may affect the customer experience such as faulty equipment, system errors, training gaps, fraud or procedural issues