Order Processing Support Specialist processing orders and contracts at Mitel. Collaborating cross - functionally within a global business at Sofia.
About the role
- Customer Service Agent providing support via email, live chat, and voice in German and English. Ensuring a positive customer experience and meeting performance targets while operating in a hybrid work environment.
Responsibilities
- Deliver high-quality customer support across multiple virtual channels, including email, live chat and voice, ensuring a consistent and positive customer experience.
- Respond to customer enquiries accurately and efficiently, resolving issues at first point of contact wherever possible.
- Manage inbound and outbound customer interactions in line with service level agreements (SLAs) and quality standards.
- Provide clear, empathetic and professional communication, adapting tone and approach to suit different channels and customer needs.
- Handle customer complaints and escalations calmly and effectively, following internal procedures and escalation guidelines.
- Maintain accurate and up-to-date customer records using CRM and ticketing systems.
- Support customers with account queries, orders, payments, technical issues or service-related questions.
- Identify recurring issues and proactively share insights or improvement suggestions with team leaders and relevant stakeholders.
- Adhere to data protection, security and confidentiality requirements at all times.
- Meet individual and team performance targets, including productivity, quality and customer satisfaction metrics.
- Stay up to date with product knowledge, process updates and system changes through ongoing training and coaching & quality
Requirements
- Be an expert speaker (C2) in the required languages (German / English)
- Have a proficient level of English (all training will be delivered in English as a common language)
- At least 2 years of prior experience in a virtual customer service role
- Experience working in a fast-paced, consumer-facing environment.
- Confident using technology, including contact centre tools (Zendesk desirable) and MS Office / Google Workspace, etc.
- Highly organised, proactive and solution-focused, with strong attention to detail.
Benefits
- 50/50 hybrid working option available after initial training period
- Ongoing training and coaching
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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