Job Description
Required Language German, English
Employment Type Full time
Contract Type Permanent
Description About Foundever ™??
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
German Speaking Customer Service Advisor – Financial Services
PURPOSE:
To provide a professional outbound service to company points of contact to discuss product satisfaction, self-service application usage and to optimise expenditure on client product. In turn you will hand warm sales leads to the account.
The team currently operate 8am – 10pm Monday to Sunday , but please keep in mind business needs can change and in turn so can the shift patterns you will be required to work.
What we can offer you...
- 37.5 hours contract
- 4 weeks training consisting of classroom style courses and side-by-side with an experienced Customer Service Representative
- Perks: employee benefits scheme that works with the best UK retailers
- Learning and Development courses
- Career opportunities within the account
Within this team, we adhere to a secure area policy. If you feel you would like to be part of this team and you are ready to show your best talents, please apply for this role:
RESPONSIBILITIES AND END RESULTS
- Researching and reviewing company expenditure and usage of self-service tool known as MiVision.
- Working closely with the accounts Regional Sales Managers to discuss each individual client and how best to support them.
- Outbound calling to identify customer’s needs and potential opportunities, passing warm sales leads back to the account
- Providing general product information.
- Promoting the benefits of MiVision and the self-service options it can fulfil.
- Dealing with enquiries related to the client’s product range, whilst providing a high standard of service.
- Working closely with the Corporate Cards team if follow up is required.
- To develop and maintain a full technical knowledge of client products and services.
- To deal with all correspondence as requested/required.
- Diarising and logging of all calls accurately to ensure follow up calls are completed as and when needed.
Planning and Organising
- Post holders will be expected to organise and schedule administration and call activities on a daily, weekly and recurring basis.
Decision Making
- Post holders will have to advise customers of the most appropriate options/solution.
- Post holders will have to use their own initiative to decide if a problem/query should be escalated.
Supervision
- Minimum supervision is required but is readily available.
- On a regular basis, calls are monitored to provide information relating to the individual’s performance.
Communication
- With customers of the client who work closely with and utilise their product.
- With Sales Managers and client contacts to discuss call outputs.
- With the team for advice and consultation.
- Supervisor to pass on information regarding a customer
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
- Fluent in English and German
- Previous experience in customer service, preferably in the financial industry
- Computer literate: Word-processing, Excel, internet and general systems usage
- Ability to work under pressure, detail oriented and flexible
- Strong interpersonal, communication and customer service skills
- Initiative, ability to multitask and prioritise
- Experience in cards business or an interest in financial matters highly valued, although not essential
- Sense of urgency and responsibility required
- Problem solving and conflict resolution
- Effectively prioritise time & manage work to deadlines
- Take ownership of issues and liaise with the client and internal Operations to resolve
- Ability to work in a pressured environment and multi-task is essential
- Must be proactive and prepared to investigate issues off own initiative with the minimum of information.
- Excellent communication skills & ability to communicate at all levels Self-motivated and demonstrate high level of initiative
- Display a high level of attention to detail
Subject to Disclosure Scotland, media and credit check
Job Tags
Permanent employment, Full time, Contract work, Flexible hours, Shift work, Sunday,