RESPONSIBILITIES

To provide cost effective solutions to customers’ and dealers’ non-technical issues in a timely manner and within company guidelines.
To respond to customer or partner issues by telephone or by written communication.
To log all customer interactions on using company guidelines.
To maintain a log of open issues and keep customers informed of any progress. 
To escalate issues to second liners or management, if necessary, as defined in the Escalation procedures, to ensure a timely solution.

SKILLS

2+ yrs experience in customer service role.
Have a high standard of verbal and written communication.
Have a friendly personality and be interested in helping customers.
Have good telephone skills and be able to listen, empathise, diffuse anger and take control of the conversation.
Be a highly motivated, self-starter.
Have good organisational skills and a professional attitude to follow though as promised.
Be a team player.
Be able to tolerate stress and to work effectively under pressure.
Be decisive and innovative when resolving customer issues.
Native German speaker with fluent English.

EXPERIENCE:

Some knowledge of consumer law would be a distinct advantage.