Customer Service Advisor (Bi/Tri-lingual) - Perm - East London

Customer Service Advisor (Bi/Tri-lingual in English and German OR French) - Perm - East London

We are looking for a Bi- or Trilingual Customer Service Advisor to support our clients team in East London.

As part of the European Customer Support Centre the Customer Service Advisor will act as the first point of contact for all customers ensuring that queries and requests are managed in accordance with agreed service level agreements and that our clients high standards of customer satisfaction are maintained.

Responsibilities and duties:

• Handling all incoming customer requests either via phone, email, CRM system or on-line customer portal.
• Resolving customer queries, or escalating customer service requests to the appropriate company contact to effectively resolve the query.
• Effective & timely management of cases within the CRM system.
• Following Company escalation procedures based on the impact or severity of the customer request.
• Ensuring response time for handling customer request is within SLA.
• Alert monitoring to ensure all major or critical alerts are dealt with appropriately.
• Maintaining and updating critical customer information on the customer contact database.
• Participating and promoting Customer Service improvement initiatives to ensure excellent customer service is provided.
• Participating in projects assigned by Shift Leader or Customer Service Manager.
• Contributing to ongoing process improvement projects by identifying opportunities to increase quality and efficiency.
• Providing customer training & 1st line support on portal usage.

The ideal candidate will have:

• Demonstrable experience of working within an international B2B company (ideally within the IT or Telecommunications industry) in a customer support role where high standards of customer service are expected.
• Experience of ticket management in CRM systems.
• Basic understanding of ITIL methodology.
• An understanding of basic data centre and networking terminology, such as monitoring alarms.
• Fluency in English and German or French

If this role sounds interesting to you, please apply today or send your CV directly to Eva.Graf@projectpeople.com

Customer Service Advisor (Bi/Tri-lingual in English and German OR French) - Perm - East London

Project People is acting as an Employment Agency in relation to this vacancy.