Customer Service Advisor ~ German & 1EMEA language

Job Description

As a Customer Service Advisor you will undertake a variety of duties from troubleshooting technical issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Usingall available knowledge tools and resources to achieve the defined KPIs you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. You are expected to havethe technical and interpersonal skills to deliver a high level of customer satisfaction.JOB ROLE: Customer Service Advisor ~ German & 1EMEA languageINDUSTRY: TravelSALARY: 26k - 28kLOCATION: London / Hybrid: 3 times per week office attendanceJOB ROLE:

• Deal directly with owners/members by phone, email, chat, and social media
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Cancelling and modifying reservations by phone
• Making outbound calls to hotel properties, Online Travel Agencies, and other businesses
• Corresponding courteously & professionally in email, chat, and call interactions
• Providing consistent and timely product feedback to improve customers experiences
• Recording accurate booking information, customer inquiries, interactions, and details of actions taken into various in-house software solutions
• Special project/product work when required
• Representing in all customer interactions displaying company values and focusing on customer satisfaction
• Responsible for personal performance on customer satisfaction surveys, quality scores, contact handle time & productivity metrics.
• Communicate and coordinate with internal business unit stakeholders
• Address escalations from offshore agents on bugs and technical problems
• Should deal with sensitive cases carefully
• Handle and resolve customer complaints within a 1-2 business-day turnaround
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Keep accurate records of customer inquiries, interactions, and details of actions taken
• Follow up on customer interactions
• Track and report on appropriate metrics
• Troubleshoot technical problems and escalate bug reports to management
• Should be open to work in 7 days environment

ESSENTIAL SKILLS:

• Strong customer service skills (professional telephone, email and chat etiquette)
• Strong time management/prioritization skills and multi-tasking ability
• Ability to work in a team, anticipate problems and suggest solutions
• Experience in online travel in customer service, operations or reservations
• Distinct Advantage if proficient with Travel Global Distribution Systems (GDS)
• Good understanding with the site, including the submission of reviews, membership and participation in Forums
• Patience, empathizing and understanding when speaking with both Owners and Members
• Sense of discretion around confidential information
• Basic background knowledge of computers and IT functions
• Experience applications, including but not limited to: Web-based content management Systems CRM/Customer Support Tools (Salesforce, Zendesk etc) Word Processing/Spreadsheet Applications (Microsoft Office, etc.) Social Media Applications (Facebook, Twitter,etc.)
• Excellent interpersonal and communication skills (verbal and written), fluent in English, German and French or Spanish or Italian. Knowledge of more European languages is a distinct advantage.
• Willingness to work shift patterns essential
• Flexibility to work weekends and on a bank holiday (days back in lieu)

If applying via the OA website please send to me directly onThis opportunity is being advertised by the Office Angels West End team.Thank you for your interest in this role. All successful applications will be contacted within 5 working days. Due to the high volume of applications we receive we do ask for your patience to wait to hear from the consultant rather than to call us directly.If you have not heard after 5 working days then unfortunately we were unable to consider your application on this occasion.Office Angels West End branch look after roles in the following locations and all areas in between: Oxford Circus, Oxford Street, Covent Garden, Tottenham Court Road, Euston, Regent Street, Piccadilly, Leicester Square, Camden, Bond Street, Marble Arch,Marylebone, Mayfair, Baker Street, Edgware Road, Regents Park, St Johns Wood, Primrose Hill, Paddington, Hampstead.Our Retail team looks after Fashion and beauty roles nationally.Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

Keyskills :
Customer service advisor; customer service; customer service advisor; administrator; inquiry handling; administration