Senior Customer Service Agent

hace 2 semanas


Zaragoza, España Msx International A tiempo completo

.Senior Customer Service Agent - German (m/w/d) Haben Sie Erfahrung im Kundenservice durch Contact Center? Möchten Sie sich neuen Herausforderungen stellen? Dann hat MSX International den richtigen Job für Sie Zielsetzung: Unsere Senior Customer Service Agents (m/w/d) sind Hauptansprechpartner für die Besitzer von OEM-Fahrzeugen. Sie vertreten den OEM bei der Interaktion mit den Kunden, stellen eine schnelle und effektive Lösung von Fällen sicher und konzentrieren sich auf die kontinuierliche Verbesserung der Servicequalität, um die Kundenzufriedenheit und Projektziele zu erreichen. Verantwortlichkeiten der Agents: Bearbeitung von Fahreranfragen: Bearbeitung von Anfragen über verschiedene Kanäle, um sicherzustellen, dass das Problem erkannt und verstanden wird, sowohl bei einfachen als auch bei komplexeren Fällen. Übergreifende Kommunikation: Hauptverbindungsstelle zwischen dem OEM, den OEM-Abteilungen und den Händlern, um festzustellen, welche Abteilung oder welcher Beteiligte am besten geeignet ist, das Problem zu lösen. Komplexes Fallmanagement: Bearbeitung von eskalierten und komplizierteren Fällen, die ein tiefes Verständnis des Problems und die Fähigkeit erfordern, gut durchdachte Lösungen zu finden. Kooperative Lösung: Enge Zusammenarbeit eng mit internen und externen Teams bei der Lösung von Fällen, um eine reibungslose Kommunikation und zeitnahe Lösung zu gewährleisten. Kontinuierliche Fallüberwachung: Verfolgung des Fortschritts komplexer Fälle von der Einleitung bis zum Abschluss, um sicherzustellen, dass alle Maßnahmen protokolliert und Folgemaßnahmen ergriffen werden. Mitwirkung an der Erstellung und Aktualisierung von Wissensdatenbanken, FAQs und Schulungsmaterialien für Kundendienstmitarbeiter. Eskalation von Fällen: Feststellen, wann ein Fall an höhere Ebenen oder spezialisierte Teams eskaliert werden muss. Feedback zur Prozessverbesserung: Geben Sie Feedback zu wiederkehrenden Problemen oder Ineffizienzen, um den gesamten Kundensupportprozess zu verbessern und den Bedarf an Eskalation in Zukunft zu verringern. Sicherstellung der Kundenzufriedenheit: Sicherstellen, dass selbst in den komplexesten Fällen die Kundenerfahrung positiv bleibt und die Zufriedenheit entsprechend den Projekt-KPIs aufrechterhalten wird. Das bringen Sie mit: Mindestens 2 Jahre Erfahrung in der Kundenbetreuung. Fließende Deutsch- (C1) und gute Englischkenntnisse (B2) in Wort und Schrift. Starke zwischenmenschliche Fähigkeiten mit einer überzeugenden und verhandlungsorientierter Haltung. Ausgezeichnete Kommunikationsfähigkeiten über eine Vielzahl von Kanälen, einschließlich des Deuten von verbaler und nonverbaler Kommunikation. Konfliktlösungsfähigkeiten, mit einem teamorientierten Ansatz um Meinungsverschiedenheiten positiv zu lösen. Problemlösungsfähigkeiten, mit logischem Denken zur Aufschlüsselung komplexer Sachverhalte und Lösungsfindung. Anpassungsfähigkeit, um mit Zeitdruck und wechselnden Prioritäten zurecht zu kommen


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