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Customer Care Executive with German or Romanian (Voice + Chat)

30d ago
min 0 years
Krakow, Poland

Location : Krakow, Poland

Permanent


Hybrid mode – 3 days in the office and 2 days WFH

Working shift will be rotation (8 AM to 8 PM, only 8hours a day and 5 days in a week)

1 or 2 Saturdays in a month will be required to work(candidate can work from home on Saturday and candidate will get off on anotherday in the week like Sunday and Monday on the week he will be working onSaturday.

 

 

Job Description:

●       Resolveproduct or service problems by clarifying the customer's complaint; determiningthe cause of the problem; selecting and explaining the best solution to solvethe problem; expediting correction or adjustment; following up to ensureresolution

●       Contributeto team effort by accomplishing related results as needed

●       Identifyand assess customers’ needs to achieve satisfaction

●       Buildsustainable relationships of trust through open and interactive communication

●       Provideaccurate, valid and complete information by using the right methods/tools

●       Handlecomplaints provide appropriate solutions and alternatives within the timelimits and follow up to ensure resolution

●       Followcommunication procedures, guidelines and policies

●       Gothe extra mile to engage customers

●       Resolvecustomer complaints via phone

●       Highenergy resource with ability to own and assist customer requests/ issues/needs; and ensure adherence to defined procedures to complete phone/ email/chat transactions

●       Ableto probe and gather customer requirements effectively

●       UnderstandService Level Agreements and support achievement of set targets

 

Knowledge Base Management:

●       Providessupport in documenting business processes and other continuous improvementprojects

 

 

Languages Required:

●       Multilingualresource with good writing and speaking skills in English & German (C1level or Native) OR  English & Romanian (C1 level or Native) 

 

Requirements:

●       Basicunderstanding of Banking

●       Customerorientation and ability to adapt/respond to different types of characters

●       Goodwriting and speaking skills using predefined scripts

●       Abilityto multitask, prioritize and manage time effectively

●       Highschool diploma or equivalent; college degree preferred

●       Flexible to work on Saturday & in rotational shifts - Any 8hours shift b/w 8:00 am – 8:00 pm.

●       CustomerService Skills, Good written and excellent verbal Communications

●       Probing(Issue Identification), Issue Resolution and Escalation Management

●       ProblemSolving, Self-Management, Decision-Making

●       Multi-Tasking/ Time Management

●       AnalyticalThinking

●       Extensiveexposure to this skill and related work experiences

●       Appliesdetailed knowledge and skills to complex (or new) work situations in multiplesettings.

●       Trainsothers in complex facts, methods, and techniques related to the skill.

●       Canassist other team members with questions and problems related to this skill

●       Proactivewith a strong ethic and eagerness to ‘go the extra mile’

●       Adaptableto learn new processes, concepts and skills

●       Abilityto work in a fast-paced deadline driven environment

 

We offer:

·        Life insurance

·        Private healthinsurance

·        Multisport Card

·        Other benefits

·        Clear career pathin a growing multinational organization

Job posted by- Rahul Pandey
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