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Associate Customer Support (German language) - only for applicants living in Hungary

Remote:

Full Remote

Contract:

Full time

Work from:

Hungary

Offer summary

Qualifications:

C1 German proficiency, Customer-centric with problem-solving skills.

Key responsabilities:

Handle customer inquiries over the phone
Stay updated on process changes

TSMG Holding Scaleup https://tsmg.io/

51 - 200 Employees

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Job description

Scope of position

Associate Customer Support is responsible for providing comprehensive Voice support to its Customers. This includes offering end-user support whilst delivering a high level of customer service and quality of service.

This job is only for applicants who currently live in Hungary.

Our client represents the connected world, offering innovative and customer-centric information technology experiences. They rise together to create sustainable businesses that can bring about lasting change in our communities – to create an equal world, to be future ready, and to create value. It is a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.

They are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.

The company is certified as a Great Place to Work for by the Great Place to Work® Institute, included in the Bloomberg 2023 Gender-Equality Index for the fourth year in a row, and has been recognized as the only Indian IT company to make it to Dow Jones Sustainability Indices 2023, part of the DJSI World Index for the 9th consecutive year.

Key responsibilities:

Handle phone calls with customer queries and provide resolution to end users.

Escalate priority issues per Client specifications to the immediate lead as applicable.

Provide inputs on process changes and best practices.

Stay updated with new updates, process changes and updates.

Maintain Exemplary Attendance and Punctuality.

Key Deliverables (KRA Measure):

Provide exemplary customer satisfaction.

Meet quality standards on all handled contacts.

Complete hours of staffed time on all rostered days.

Handle contacts while maintaining the targets defined for the project.

Key Performance Indicators (KPI):

Customer Satisfaction: is a KPI used to measure the level of customer satisfaction with the service provided in a call center. It is obtained by directly soliciting feedback from customers, who rate their experience and may provide additional comments. - Target: 88% or higher

Customer Contact Experience: each time a customer uses the after call survey, a follow-up survey is displayed to better measure the overall customer experience provided by the CSA based on several criteria's among which language use, the ease or difficulty a customer experiences when interacting with the CSA, the amount of effort the customer needs to invest to resolve an issue or answer a question - Target: 91% or higher

Forwarding rate: every contact that is processed by a CSA and forwarded to another CSA or department is considered a forwarded contact - Target: 15% or lower

Cost impact: each time a CSA is providing financial benefits to customers (example: gift voucher, concessions, price reductions etc.) a percentage rate is being calculated from the total handled contacts - Target: 18% or lower

Average Handling: Average Handling Time, is the amount of time an agent in a call center spends on a call, from the moment they answer until they disconnect. It can be measured either in minutes or in contacts handled per hour - Target: 6 contacts per hour or higher / 9 minutes

Call abandon rate: The call abandon rate is a customer experience metric that measures the percentage of callers that hang up before an agent answers the phone - Target: 0% (fraud and/or any manipulation of metrics are running under zero tolerance policy)

Skills/qualifications required:

Strong verbal communication skills in German language - minimum proficiency level of C1

Excellent German Comprehension skill

Should be able to read, comprehend and write in German language.

Customer Centric Mindset

German Culture awareness

Excellent customer service skills

High problem-solving skills

Should know basics of computer and knowledge of MS Office (Word, Excel, PowerPoint) and latest operating systems

Able to handle complex activities with excellent quality.

Ability to work in Highly dynamic and high call volume environment.

English language skills are preferred (not mandatory)