Conduent German and English Speaking Premium Customer Care Agent in Poole, United Kingdom

German and English Speaking Premium Customer Care Agent

Description

Job details

Exceptional empathy and customer care expertise

  • A passion for helping others and strong track record demonstrating empathy for customers

  • Excellent customer service skills, with good grasp of understanding customers’ needs by asking appropriate probing questions

  • Experience in managing High touch and premium support profiles, with ability to turn irate customers into brand advocates

  • Consumer sales and post sales support experience required

Technical expertise

  • Owner and active user of mobile devices

  • Experience with technical support of hardware or applications

  • Experience with web computing

  • Experience with other current consumer web-enabled technologies

  • Heavy user of mobile applications

Communication Skills

  • Ability to manage multiple tasks and priorities including good time management skills

  • Proven success in complex work environments while utilizing multiple tools across different channels

  • Ability to troubleshoot and resolve technical problems individually and in a team environment, while proactively looking for solutions to problems and proposing improvements

  • You do this with grit, initiative, and ownership to see things through completion

  • Excellent verbal, written, grammar and interpersonal communication skills in supporting language & English

  • Applicable language: Impeccable grammar, strong attention to detail, and the ability to communicate in a brand's voice are all required. Your communication is clear and simple, with a proper dose of empathy.

  • Patient, exceptional listener who enjoys problem solving and educating others

  • Ability to display those communication skills through multiple channels of support (phone, email, chat)

  • Fast typing ability in chat

Other

  • Openness to work flexible hours as required, including night shifts and holidays

  • Demonstrates passion for mobile technology and active reader of technology websites.

  • 6 months of experience working in a customer service role ideally supporting storage-type product.

Expected Outputs

  • Own end-to-end resolution of customer issues and questions to ensure customer satisfaction

  • You aren’t afraid to dig into a complicated issue or go the extra mile to resolve a customer issue.

  • Develop relationships with customers over time through multiple engagements

  • Address customer questions in a timely manner while maintaining a level of quality in communication that meets or exceeds written expectations

  • Submit high-quality questions or suggestions to the Team Lead, the Supervisor or the Client in-order-to influence and drive program improvements

  • Review quality feedback with supervisor

  • Follow proper diagnosing and escalation procedures

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .

Job Technical Customer Support

Primary Location United Kingdom-Poole-Poole

Organization Consumer and Industrials

Unposting Date Ongoing

Req ID: 18015691