Delivery Customer Support Specialist (m_w)

Job description

Description

Customer Support Specialist

The Role

The Customer Support Specialist, reporting to the Delivery Manager, is responsible for handling all inbound communications from customers into the country. Based in one of our delivery locations the Customer Support Specialist will be supporting the Delivery Experience Specialists with providing every customer an exemplary customer service. You will be required to respond to all inbound phone calls and emails to support customers, providing them with updates, answers to their queries whilst maintaining the highest levels of professionalism.

Responsibilities

·  Answer all inbound phone calls within set Service Level Agreement (SLA)
·  Respond to all incoming emails within set SLA
·  Responsible for maintaining internal inbox
·  Update customer profile based on customer interactions
·  Responsible for creating accurate notes and logging all activities
·  Be able to identify and escalate priority issues
·  Follow up on calls and voicemails
·  Provide a customer referral worthy customer service
·  Support and guide customers in a professional manner
·  Provide additional support to Delivery Experience Specialists during peak volumes

Desired profile

Requirements

·  Bachelor’s Degree or equivalent is an advantage but not required, plus, 2-4 years’ work experience in customer service and/or operations.
·  Ability to prioritize, and organize.
·  Proven ability to problem solve and achieve results.
·  Excellent written and verbal communication skills.
·  Fluent in German (C1 or C2) and English
·  Ability to develop collaborative relationships and communicate relevant information across all levels of the organization.
·  Consistent record of customer service excellence.
·  Efficient with Microsoft Word, Excel, Outlook and Salesforce is preferable
·  Must have and maintain a valid driver’s license and an acceptable and safe driving record.
·  Must have a minimum two years of driving experience.
·  Be able to deal under high pressure and during demanding work time periods

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