Customer Service Specialist with French OR German

Customer Service Specialist - Bilingual
German or French

For our client, interconnection hub for the world's leading businesses, we are looking for Customer Service Advisors to join their fast-growing centre in London.

Responsibilities & 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.

Essential Knowledge

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. Knowledge of German or French up to business standards.

We Offer

• Permanent Role
• Various Benefits
• Career Development
• Constant Language Practice
• Many more

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