Connecting Talent to opportunity

Connecting Talent to opportunity

Customer Support fluent German

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Job Description:

Customer Support Agent fluent German

 

 

 

Responsibilities:

  • Handle calls requesting product information from HCPs and the general public.
  • Answer calls in a courteous, professional manner with predefined answers/resources.
  • Handle queries from customers by providing balanced, accurate and non-promotional information.
  • Identify queries containing either adverse events or product quality complaints and handle these in accordance with the appropriate procedures.
  • Accurately record all medical communication transactions into the medical information database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.
  • Facilitate fulfilment of customers’ requests.
  • Escalate all enquiries without predefined answers according to defined processes.
  • Other duties and special projects that are assigned by management (experience related).
  • Utilize computer technology to handle high call volumes.
  • Ensure optimal customer satisfaction.
  • Share effective methods and practices with colleagues in order to satisfy customer needs and provide input/feedback to continuously improve daily processes.
  • Maintain and enhance company product and organizational knowledge.
  • Support organizational changes. Demonstrate flexibility in providing coverage and/or availability for the front line via scheduling adjustments for unexpected absences, events, or call volume variances.

 

Qualification Requirements:

  • Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner
  • Good written skills to succinctly, accurately and objectively respond to customers queries
  • Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
  • Proactive, analytical and pragmatic approach to problem solving
  • Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards
  • Good time management skills
  • Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations
  • Experience of software packages such as Word, Excel and Outlook
  • Fluency in German and English is essential for this role.

 

  • Job Type

    Permanent, Full Time

  • Work Authorisation

    United Kingdom

  • Industry Sector Customer Services
  • Years Experience

    Less than 1 year

  • Career Level

    Entry Level

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