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Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Contribute to team effort by accomplishing related results as needed
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Resolve customer complaints via Chat or email
High energy resource with ability to own and assist customer requests/ issues/ needs; and ensure adherence to defined procedures to complete phone/ email/ chat transactions
Able to probe and gather customer requirements effectively
Understand Service Level Agreements and support achievement of set targets
Knowledge Base Management:
Build/ maintain training material (training presentations etc. ) to close the gaps identified
Provides support in documenting business processes and other continuous improvement projects
Maintains the organization of department files/references and performance report
Fluent German OR Romanian and English
Basic understanding of Banking
Excellent writing skills, customer orientation and ability to adapt/respond to different types of customer queries, Probing (Issue Identification)
Ability to multitask, prioritize and manage time effectively
High school diploma or equivalent; college degree preferred
Flexible to work on Saturday & in rotational shifts - Any 8 hours shift b/w 8:00 am – 8:00 pm.
Customer Service Skills
Good written and verbal Communications
Issue Resolution and Escalation Management
Problem Solving, Self-management & Decision-Making
Multi-Tasking / Time Management
Applies detailed knowledge and skills to complex (or new) work situations in multiple settings.
Trains and/or directs work of others in complex facts, methods, and techniques related to the skill.
Proactive with a strong ethic and eagerness to ‘ go the extra mile’
Adaptable to learn new processes, concepts and skills
Ability to work in a fast-paced deadline driven environment
Note: Applying to this job advertisement would be considered as GDPR consent given to DK Global Recruitment. We may share your profile details directly with the hiring company for the initial screening of your profile suitability and duplicate check.