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German Customer Service Specialist

POSITION SUMMARY

This position will provide support to existing and potential Members, Partners and Staff by answering Sales and Customer Service enquiries, resolving problems, fulfilling requests, processing orders and well as some other general duties. Language fluency in English and German is essential.

RESPONSIBILITIES

Customer Service Support

Provide customer service via phone, email, and by answering questions concerning corporate products, services, accounts, and update of customer data

Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience

Resolve product or service problems by clarifying the customer's enquiry or complaint, determine the cause of the problem, provide best solution to solve the problem and follow up with Customer to ensure full resolution

Fulfill and support customer requests and orders

Identify cross-selling opportunities and refer leads to the Sales team

Deliver or assist with special projects as assigned by Manager

Produce customised reports upon request - membership, events, sales etc.

Contribute to the update of department policies and procedures

Take lead on resolving all German speaking enquiries

Assist with events

Maintain registration lists and deal with event related enquires
Assist with registration desk onsite at events
Printing of event related materials
Perform other event related duties as assigned
Other

Host German Language online events

Assist with ad-hoc projects


Skills

Fluent in German and English

Minimum four-year's experience in a customer service, sales support, or help desk capacity

Overall understanding of the customer service and sales processes from conception to completion

Excellent written and spoken communication skills in both English and German

Good teamwork and relationship building skills

Knowledge of MS office including Word, Excel, PowerPoint, and Outlook

Proficient in CRM software; Salesforce.com experience is a plus

Excellent problem solving skills

Good reporting skills, able to present information and prepare reports

Excellent numeracy and Excel skills

Ability to prioritise and work without close supervision