Junior Customer Support Analyst - German speaker
- Postuler
- Sauvegarder
Bullet points
An international and entrepreneurial environment
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À propos de notre client
Our client is an international and recognized service provider in the global fund industry. In order to reinforce their local team in Luxembourg, we are actively looking for a Junior Customer Support Analyst (German speaker).
Description du poste
The key elements of the Junior Customer Support Analyst role are:
- Log, classify, evaluate, prioritize and assign voluminous customer enquiries and issues reported through calls, emails, chats and customer portal;
- Manage the case life cycle from triage to resolution within the agreed Service-level agreement, at highest accuracy levels.
- Effective primary and secondary investigation of cases reported to achieve "first-hand resolution";
- Fulfillment of client request within the scope of client operations;
- Manage internal communication with the resolver teams, provide active user notifications wherever required.
- Respond promptly to all queries from customers, thus positively impacting customer experience;
- Ensure a friendly, open, professional etiquette is maintained always;
- Practice a strong customer-centric approach
- Meet defined service level agreement for response and resolution of requests and issues;
- Ensure expert product support service is offered that would allow positive customer satisfaction survey comments and ratings;
- Meet defined first-hand resolutions by excelling in the product knowledge.
- Continuously up-skill on the product knowledge and related market topics;
- Contribute to the knowledge management articles on the Service portal
Profil recherché
- Fluent in written & spoken English (C1) and German (C1)
- Minimum of 2 years' experience in a service/product/application support team,
- Presenting and influencing credibly and effectively at all levels of the organization.
- Managing internal stakeholder
- Excellent listening, negotiation and presentation skills
- Excellent verbal and written communications skills
- Ability to challenge effectively
- Professional curiosity, proactive and resourceful
- Self-motivated and able to thrive in a data-driven environment
- Adaptable, strong self-awareness, confidence to hold themselves and others to account based on expectations
- Effective Time Management
- Team Player with the ability to adapt / "can do" attitude
Conditions et Avantages
N/A
PageGroup s’engage pour l’égalité des chances, en tant qu’employeur ainsi qu’en tant que partenaire pour le recrutement. Toutes les décisions de recrutement que nous prenons sont basées uniquement sur l’expérience et les aptitudes de nos candidat(e)s.