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Customer Service Advisor / German

19,245 P.A. ?

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We are currently recruiting for a global automotive manufacturer based in Luton, UK and have opportunities for English, German, French, Italian, Spanish and Dutch speaking customer advisors. GENERAL SUMMARY Working in a team within a customer care centre environment, responsible for the resolution of incoming contacts from all brand customers and Retailers in line with key performance metrics. To continually promote the “care” attitude in delivery of customer care in line with the European Customer Care Statement of Direction. PRINCIPLE DUTIES AND RESPONSIBILITIES * Handling native language customer contacts, including responding to incoming phone calls and correspondence in the form of letters, emails and faxes * Spoken and written language skills to native standard (including business correspondence), thorough understanding of the native culture * Delivering service excellence by efficiently problem-solving and reacting to customer situations in a professional, polite and clear manner * Meet standards in volume, quality, performance & attendance * Follow Policies and Procedures in a positive manner * Demonstrate a positive attitude, professionalism, initiative, and flexibility in performing daily job functions * Understanding and applying the brand policies & empowerment to resolve the customer service requests raised, or creating & agreeing action plans to lead to resolution * Accurate logging of all contacts and following up on action plans using a case management system * Where necessary liaising with business partners - i.e. brand retailers, field managers and internal departments to develop service request resolutions & action plans * Escalating issues to the Team Leader, ensuring the group maintains professionalism at all times whilst working within strict service level criteria * Ability to use English as second language during European multi-national meetings, for systems, performance evaluation and training purposes * Performs other related duties, as assigned, flexibility towards work schedules/shift patterns. Candidates would ideally possess the following attributes: * Several years of practical work experience in a customer service center. * Excellent written and verbal communication skills in native language, understanding training/meetings delivered in English. * Ability to work under pressure and deal with a customer in demanding situations Team Player

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