Customer Excellence Representative with German

Customer Excellence Representative with German
Cluj-Napoca
Cluj-Napoca, Cluj County, Romania

As a leading provider of Human Resources consulting services in Transylvania, we deliver regional coverage and specialized expertise across four core areas: recruitment and selection, personnel leasing, assessment centers and HR consultancy. With a strong and consistent presence on the Romanian market, we continue to consolidate our position through a strategic commitment to continuous improvement and alignment with evolving business needs.

Our success is founded on the professionalism of our services, the multidisciplinary capabilities of our consulting team, and the
- standing partnerships we maintain with clients who rely on our support in navigating complex HR challenges.

We collaborate with organizations across a broad range of industries, including IT&C, automotive, outsourcing, pharmaceutical, banking, FMCG and others, building sustainable,
- term relationships that contribute to their organizational growth.

Guided by the principles of client orientation, teamwork, flexibility, excellence, dedication, and responsibility, we remain focused on delivering measurable value and consistently
- quality services to our partners.

Key Accountabilities

• Through incoming customer emails and phone calls, provide information about services, take, enter and process orders, answer email regarding invoices status and obtain details of issues/complaints. Attempt to resolve customer enquiries through first contact resolution.

• First touch issue resolution - owning and investigating customer generated issues across all our products, in an
  -
  - end process in our customer’s journey, using critical thinking to identify solutions, escalating to the relevant team or relevant Department where first touch resolution is not possible.

• Liaising with other Customer Excellence teams to support the resolution of customer queries in a timely and professional manner, including but not limited to:

• Invoice related questions, order related questions, services, customer data and inventory administration, support for our online platforms:

• Service customer queries via Live Web Chat on Communities

• Provide support in solving Disputes and escalations that might impact the collection process

• Maintain a comprehensive product knowledge

• To promote a ‘customer first’ approach to all activities carried out.

• To ensure a professional, courteous and
  - active flow of communication between the business and the clients it serves. This will include regular interaction with the customer and all business areas

• Supporting Customer Care department to create efficiencies through reduction in waste and helping to drive
  - serve initiatives.

• Effective case management in adherence with agreed SLA’s

Qualifications:

• English Language B2+ skills
• German Language C1+ skills
• Good written and oral communication skills
• Good interpersonal skills
• Flexible and
  - first team player
• Computer literate – Microsoft Office/G Suite
• Basic level of technological understanding