German Bilingual TSR (San Juan City)

TASQ Staffing Solutions; San Juan; On-site; PHP 279,000 - 390,600; Full time

Job summary

A staffing solutions company is seeking a German Bilingual TSR in San Juan City, Philippines. The role involves providing customer support across various channels while troubleshooting and documenting customer interactions. Candidates should have at least 1-year experience in a call center, proficiency in Windows applications, and excellent critical thinking and conflict resolution skills.

Qualifications

• Knowledge of Windows applications; proficiency preferred.
• Critical thinking and conflict resolution skills are essential.
• Data entry speed of at least 40 words per minute required.
• Minimum 1-year experience in call center environment.
• Minimum 1-year experience in providing product technical support.

Responsibilities

• Handle incoming customer inquiries via multiple channels.
• Provide prompt responses to customer questions and issues.
• Perform initial diagnosis of customer issues and escalate as necessary.
• Document customer interactions accurately in the ticket management application.
• Strive to meet or exceed customer satisfaction and expectations.

Skills

Knowledge of Windows applications

Critical thinking skills

Listening skills

Conflict resolution

Data entry

Job description

About the job German Bilingual TSR (San Juan City)

Work arrangement: Onsite
Nature of the account: Technical in nature dealing with Tablets (ipad level)
Process: Voice and Non Voice tasks
Schedule: must be flexible with schedule (24/7 operations)
will support US, APAC, EMEA regions

Location: San Juan City, Philippines

Job Summary/ Overview

Each agent must answer customers' inquiries about the account's different types of products and services through various channels (voice, chat, webform, email, and social media). This person provides support to the customers and thoroughly documents each interaction.

Key Responsibilities and Accountabilities

The agent must provide excellent support service to every single contact, following the account's processes and policies, and professionally accomplishing the LOB metrics. Also, the agent must be able to provide prompt answers, solve problems, and have communication etiquette.

Customer Assistance:

• Handling incoming calls, webforms, emails, chats, or social media inquiries from customers
• Providing prompt and courteous responses to customer inquiries and issues
• Assisting customers with product or service-related questions, troubleshooting, and problem resolution
• Making outbound calls to customers when circumstances dictate

Basic Troubleshooting:

• Performing initial diagnosis and troubleshooting of customer issues
• Following standard procedures to resolve simple problemsEscalating complex issues to Tier 2 support or supervisors when necessary

Information and Guidance:

• Providing information about products, services, promotions, and policies
• Guiding customers through account setup, billing inquiries, or order placement

Documentation and Data Entry:

• Documenting customer interactions and details accurately in the ticket management application
• Recording customer complaints, feedback, and resolutions

Customer Satisfaction:

• Striving to meet or exceed customer expectations and service level agreements (SLAs)
• Ensuring a positive customer experience during every interaction
• Achieving first contact resolution when possible

Experience / Skills

• Knowledge of Windows applications (Microsoft Word and Excel) or similar software applications; proficiency preferred
• Proficient in critical thinking skills, listening skills and conflict resolution
• Demonstrating accurate data entry at a minimum of 40 words per minute. The ability to listen and type simultaneously is critical
• At least 1-year experience in a call center environment demonstrating professional phone skills is required
• At least 1-year experience providing product technical support