The expert must be able to comprehend and analyze the reason why the customer is calling and the appropriate procedure to resolve it. During the process, the agent must provide a specific resolution to each customer and assure an excellent call handling to meet customer expectations. In addition to politeness, empathy, soft skills, fluency with American English and German, focus on serving the caller are important requirements.

• Handle and carefully respond to all inbound and outbound customer inquiries
• Provide excellent customer service through active listening
• Work with confidential customer information and treat it sensitively
• Aim to resolve issues on the first call by being proactive, patient, empathetic, and understanding
• Maintain a continual working knowledge of our client’s products, services and promotions
• Accurately document and update records in required systems

Technical Skills

• High school graduate (Must present diploma or certificate)
• English Level: B2 or Above
• German Level: B2 or Above

Competencies and Specific Skills

• Communication skills
• Customer orientation (Empathy)
• Problem resolution
• Attention to detail

Work Experience:

• Not a must as long as candidate complies with skills and competencies