Customer Service Specialist with German (On-site) Iași

Customer Service Specialist with German (On-site)
Iaşi
Iași, Județul Iași, Romania

Job Track Description:

• Performs business support or technical work, using data organizing and coordination skills.
• Performs tasks based on established procedures.
• In some areas, requires vocational training, certifications, licensures, or equivalent experience.

General Profile

• Expands skills within an analytical or operational process.
• Maintains appropriate licenses, training, and certifications.
• Applies experience and skills to complete assigned work.
• Works within established procedures and practices.
• Works with a moderate degree of supervision.

Functional Knowledge

• Has developed skillset in a range of processes, procedures, and systems.

Business Expertise

• Supports the achievement of company goals by integrating teams for the best outcome.

Impact

• Impacts a team through quality of services and information provided.
• Follows standardized procedures and practices and receives moderate supervision and guidance.  

Leadership

• Has no supervisory responsibilities.
• Manages own workload.

Problem Solving

• Ability to problem solve,
  - guided.
• Evaluates issues and solutions to provide the best outcome for the client and
  - users.

Interpersonal Skills

• Exchanges information and ideas effectively.

Responsibility Statements

• Assesses calls to provide service immediately, be transferred, or require
  - up for client resolution.
• Identifies customer needs by referring to case notes and examining each as a specific case.
• Performs routine call center activities concerning business products and services.
• Uses standard scripts and established guidelines and under supervision, to meet SLAs.
• Provides customers with information that is specialized and communicated in a warm empathetic manner.
• Gathers all necessary information to update the database.
• Escalates issues to senior levels, based on complaints or concerns.
• Explains company policies to customers.
• Performs other duties as assigned.
• Complies with all policies and standards.