Customer Service Advisor (B2/C1 for Voice and Non Voice for Germa

Education:



Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
Previous experience in an outsourced customer service environment is of advantage.
Responsibilities:



Handle phone calls with customer queries and provide resolution to end users
Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.
Ensure that cases are resolved within case life cycle, as per individual balanced scorecard
Escalate priority issues per client specifications to the immediate lead as applicable
Work independently and within a team
Communicate well with internal and external contacts
Provide exemplary customer satisfaction
Meet quality standards on all handled contacts
Complete hours of staffed time on all rostered days
Handle contacts while maintaining the targets defined for the project: response time, handle time and resolution rate aligned with Project KRAs.
Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
Attend trainings as require


Qualifications:



Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications,
Optimistic, friendly, positive, and self-motivated personality,
Ability to work in team,
Service oriented profile and with a focus on problem solving,
Ability to work shift hours/ part time (to the extent legally possible), adapting fast on change of prioritization.
For agents handling written customer contact: Excellent written communication skills in the relevant market language and a typing speed of minimum 50 words per minute,
No remarks in a background check performed by Supplier, e.g. no criminal record, nor any default payments to Klarna and no existing payment annotations. This includes: no instances of payment defaults, arrears, or unfavourable credit data, and
Minimum age of 18 years old.