Great opportunity for bilingual Swiss Italian/ French/ German speakers to work in large successful International company in the North East in their multi-lingual and multicultural customer care centre. The centre provides customer service to owners of automotive vehicles across 20 European countries.
Job role:
Working in a team within a customer service centre environment, responsible for the resolution of incoming contacts from Swiss Italian/French/German car customers and dealers.
Day-to-day duties:
generally dealing with only Swiss Italian/French/German speaking customers
focusing on answering inbound telephone calls
working to strict service level criteria and deadlines
working on own initiative to follow up and resolve the issues raised by customers
understanding and applying the company\\\'s policies to resolve the enquiries raised
liaising with business partners - i.e. car dealers, field managers and internal departments to develop
action plans and resolutions
delivering excellent customer service in a professional, polite and clear manner
logging of all contacts and following up on action plans using a case management system
using modern computer technology - including Word and other Windows packages
role develops to include responding to correspondence in the form of letters, emails and faxes
participate in a shift system which currently stands at 07:30 - 15:45 and 07:45 - 16:00 GMT, Monday to
Friday
Personal Requirements
PC literate - working knowledge of Windows environment and Office products
spoken and written Swiss Italian/German/French to native standard (including business correspondence)
thorough understanding of the Italian culture
enjoys direct contact with customers by telephone
excellent team player
ability to work under pressure · ability to work on own initiative
help desk / call centre type experience
creative approach to problem solving
use of English as second language for systems, performance evaluation and training purposes
Advantages
three weeks induction training
ongoing training on a regular basis (weekly)
EDS University offers thousands of courses. Most are Web-based
modern office
working in an international environment of 20 European nationalities (with your focus on the Swiss team)