Biligual Customer Service Representative

Hcreates; Metro Manila; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Competitive compensation

Performance bonuses and incentives

Job summary

Hcreates Information Technology is seeking a Bilingual Customer Service Representative to support German and French speaking customers. You will handle inbound calls, provide accurate information, and resolve inquiries with professionalism and courtesy.

Key tasks include maintaining records in the company CRM, following scripts, and contributing to service targets. Prior call centre experience and strong communication skills are essential for success in this role in Metro Manila, Philippines.

Qualifications

• Fluency in German and French required.
• Proven customer service experience in a call center or similar environment.
• Excellent verbal and written communication skills.
• Ability to multitask and manage multiple interactions efficiently.

Responsibilities

• Handle inbound customer calls in German and French.
• Provide accurate information, assistance and support in a professional manner.
• Manage inquiries, complaints and requests following company policies.
• Escalate complex issues to supervisors when necessary.
• Maintain detailed records of all customer interactions in the CRM.
• Process customer transactions, orders and requests per guidelines.
• Follow scripts while adapting approach to customer needs.
• Meet service targets and customer satisfaction metrics.
• Identify opportunities to upsell or cross-sell per guidelines.
• Collaborate with team and other departments to resolve concerns.

Skills

Fluency in German

Fluency in French

Tools

CRM software

Job description

About the role

Hcreates Information Technology is looking for a Bilingual Customer Service Representative to handle inbound customer calls and provide accurate information, assistance and support in both German and French, while managing customer inquiries, complaints and requests in a professional and courteous manner.

Key responsibilities

• Handle inbound customer calls and provide accurate information, assistance and support in both German and French
• Manage customer inquiries, complaints and requests in a professional and courteous manner
• Resolve customer issues promptly and effectively, escalating complex matters to supervisors when necessary
• Maintain detailed and accurate records of all customer interactions in the company system
• Process customer transactions, orders and requests while adhering to company policies and procedures
• Follow scripts and guidelines whilst adapting your approach to meet individual customer needs
• Meet and exceed customer service targets, including call handling times and customer satisfaction metrics
• Identify opportunities to upsell or cross-sell products and services in line with company guidelines
• Stay informed about company products, services and policies to provide accurate information to customers
• Collaborate with team members and other departments to resolve customer concerns efficiently

About you

• Fluency in both German and French
• Proven customer service experience in a call centre or similar environment
• Excellent verbal and written communication skills with the ability to articulate clearly and professionally
• Strong problem-solving abilities and a customer-centric approach to handling inquiries
• Ability to multitask and manage multiple calls or interactions efficiently
• Proficiency with computer systems, databases and customer relationship management (CRM) software
• Patience, empathy and emotional resilience when dealing with challenging customer interactions
• Ability to work independently and as part of a team in a fast-paced environment
• Good organisational skills and attention to detail
• Reliability and punctuality with a strong work ethic

Benefits

• Competitive compensation
• Performance bonuses and incentives based on achieving service targets