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Carina Emberger

German speaking Customer Success Representative

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The Company

SHL helps companies optimize performance and productivity through deep people insights. Our market-leading people analytics and technology equip leaders and their teams to make confident, data-driven talent decisions that lead to stronger business outcomes.

We anticipate, and help organizations solve, their most pressing talent challenges. Our science, innovation, rigor and commitment to proving business outcomes make us a trusted partner to organizations across the globe. SHL helps our customers win, and we need highly motivated people to join our dynamic global team. We’re driven by Strong Connections, Curiosity, Fearless Innovation, and Impact. More at shl.com.

This is a fantastic opportunity for a German speaker to join the Customer Success team situated in our Global Customer Service Centre (GCSC), which is the heart of SHL's international and dynamic culture.

The role will include direct contact from our customers regarding SHL products and services. The ideal candidate will be outgoing, have a passion to help people and work in our busy and exciting workplace.

Role Purpose
  • To maximise on all sales opportunities coming into the Global Customer Service Centre (GCSC) client business
  • To provide a high level of customer service and sales support at all times to internal and external clients for the appropriate geographical territories, and be responsible for presenting a consistent 'face of SHL’ to the client.
  • To always represent the company values, taking responsibility and ownership of matters in a proactive approach to identify the needs of a given client/company and responding accordingly


     
Key Accountabilities
  • Managing accounts of small and medium enterprise (SME) companies
  • Ensuring that customer service levels outlined in the Service Level Agreements (SLA’s) are achieved to provide a consistent level of service to clients globally.
  • Responding to all incoming enquiries by telephone, e-mail, web, fax or post for the territories covered by the team in line with published Service Level Agreements. Aiming for first time resolution wherever possible.
  • Fulfilling client product orders, training requests and licence purchases according to the published Service Level Agreements.
  • Maximising on all sales opportunities; up-selling, cross-selling and promoting current offers, sales appointment booking, lead/opportunity qualification and forwarding to sales.
  • Understanding the SHL organisation structure, with a focus to liaise and build strong relations with internal teams, locally and remotely.
  • Helping actively manage the client database, providing sales support and liaising with the sales team, to ensure client information is accurate and up to date.
  • Adhering to set Key Performance Indicators and Service Level Agreements as set by SHL.
  • Understanding SHL’s product, training and service offerings and how these compare to SHL’s competition, especially for territories outside of where the GCSC is located.
  • Providing support to Clients using SHL’s range of ‘Off the Shelf’ and ‘Internet Based’ IT Products
  • Looking for potential revenue streams and feedback to management on ways to increase revenue and update SHL processes.
  • Undertaking ad hoc projects as and when required.


     
Required Skills & Experience
  • Outgoing and Results orientated
  • Superior interpersonal skills; excellent written & oral communication skills
  • Effective time management skills and ability to meet deadlines; demonstrated poise and grace under pressure; demonstrated initiative and resourcefulness; ability to build relationships and work well across functions
  • Strong work ethic; strong attention to detail; ability to work well with others
    Our Ideal Candidate Also Has:
  • Experience in a contact centre environment preferred however not essential
  • Degree educated preferred however not essential
  • Fluent in any required languages to suit the role
  • Product and I.T. skills
  • Knowledge of Windows operating system plus skills in word, excel & internet related issues
  • Ability to work under pressure working to agreed targets


     
What SHL Can Offer You
  • A culture comprised of diverse, global teams who have a passion for collaboration and client service.
  • A comprehensive benefits package.
  • Support, coaching, and on-the-job development to achieve career success.
  • The ability to engage, influence, and impact a broad array of the world’s leading executives.

     

Seniority Level

Associate

Industry

  • Human Resources
  •  
  • Management Consulting

Employment Type

Full-time

Job Functions

  • Customer Service
  •  
  • Information Technology

 

If you are interested please contact carinaemberger000@gmail.com

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