Customer Support Representative (m,f) German or French : Electrical Automotive

Start: September / OctoberDUTIES AND RESPONSIBILITIES:

Handle incoming customer inquiries (via phone, email, chat, or automated alerts) and address user needs efficiently
Record call details in the call management system, ensuring timely responses and resolutions within the agreed SLA
Maintain up-to-date knowledge of services and products, particularly those tailored to individual customer applications
Escalate any potential service issues to the senior team members, as needed.
Adhere to all project processes and procedures
Ensure compliance with the contractual SLA
Provide coverage for other Agents in their absence, whether within the same team or across different teams
Collaborate with the team on specific projects, when requested
Fulfill administrative responsibilities, including managing holiday, sickness, and overtime records
Participate in regular team meetings
Perform additional tasks as assigned by the management, to ensure continued service performance, quality, and customer satisfaction

REQUIREMENTS:

Native / fluent in both German or French verbal and written. Proficiency in English (minimum B2 level)
A minimum of 1 year of customer service experience is required
experience in the automotive industry is a plus. Familiarity with or experience driving electric vehicles is preferred
Competency in IT platforms, equipment, and applications, including Windows, MS Office, and internet configuration, is necessary
Strong aptitude for working in a customer service environment
Excellent customer care skills, with the ability to listen to and understand customer needs
Capable of taking ownership of calls and progressing them to resolution or escalating them when needed.

OFFER: