German-Speaking Content Reviewer - Back-office, Porto

Posted 05 Mardi juillet
LocationPorto
Discipline Service à la clientèle
Reference35536
Contact NameJennifer Patzl

Job description

Job Description

 

Essential Functions/Core Responsibilities 

  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
  • Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer
  • Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures
  • Maintain broad knowledge of client products and/or services
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Participate in activities designed to improve customer satisfaction and business performance
  • Offer additional products and/or services
  • Track, document and retrieve information in call tracking database

   

Candidate Profile 

  • High school diploma with six plus months of customer service experience preferred
  • Courteous with strong customer service orientation
  • Strong computer navigation skills and PC Knowledge
  • Ability to effectively communicate, both written and verbally
  • Ability to learn including strong problem solving skills
  • Dependable with proficient attention to detail
  • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
  • Tolerance for repetitive work in a fast-paced, high production work environment
  • Ability to work as a team member, as well as independently
  • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
  • Able to rotate shifts, as needed
  • Based on location and/or program, additional experience/skills may be required

   

Career Framework Role 

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.

 

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