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Customer Service Agent (German Speaker) - London

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    Customer Service Agent (German Speaker) - London

    • Hammersmith Grove, Hammersmith, London W6, UK
    • Full-time

    Company Description

     

    Working within the Web & Video Level 1 Customer Support Team, this is a ‘hands on’ role for a motivated and professional customer focused individual.  Based in London and part of our Customer Operations team managed by the Head of Technical Support, this role demands a highly focused and committed work ethic, which supports the department by assisting with a variety of Web & Video service support related incidents for internal and external users. With a key focus on customer service the engineer will ensure the client(s) is updated verbally and / or electronically whilst carrying out first level incident investigation.

    For this role the engineer must be fluent in German language as the primary focus will be supporting Arkadins German clients

     

     

    Job Description

     

    Key responsibilities:

    • Provide high-level customer support at 1st line level to internal and external service users (primarily in German but also in English for certain clients)
    •  Technical support on Arkadins Web & Video collaboration products and services; Anywhere, Webex, Vision, Bluejeans and Vidyo
    • Ensure effective Incident Management in line with Arkadin defined SLA commitments
    • Manage our suppliers to ensure incident resolution in line with set SLAs
    • To provide excellent 1st line Technical Support for all Arkadin services to internal and external users
    • To troubleshoot incident with the clients and to do the utmost to provide first point resolution
    • To manage the escalation process for incidents within the department, ensuring all relevant information is captured and be responsible for escalation to 2nd level support team.
    • To be confident in supporting the full range of Arkadin Web & Video products
    • Must know and understand all common Web and Video issues and be able to answer any questions concerning them
    • Communication regarding the status, progression and / or resolution of incidents
    • Takes initiative to drive issues/problems to resolution and escalates when appropriate.
    •  Looks for continuous quality improvement in the processes and activities associated with this job.
    • To meet or exceed quality goals set for the position concerning customer satisfaction ratings and performance measures
    • To assist with tasks as assigned by the manager which may involve providing support to other areas of the business, as required.

    Qualifications

     

    • Fluent in spoken and written German
    • Strong English language communications skills – spoken and written
    • Possess and use a confident, clear professional telephone manner at all times
    • To be technically minded, be interested in ICT related troubleshooting
    • Highly organized, with strong self-motivation and administrative skills
    • Excellent customer skills
    • To be proactive in assisting with issues and queries
    •  Demonstrate a positive attitude to self-development by embracing new products/skills/procedures and adhering to ‘best practice’ at all times
    • To be able to mentor and support other personnel within the department
    •  Demonstrate a professional appearance and attention to timekeeping, at all times
    •  Ability to work under pressure, whilst coordinating multiple tasks under tight deadlines

     

    Job Location

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