German Customer Care Agent

Job Title:  Inbound Customer Care Agent – Contact Centre

Required Language:  German

Report to:  Customer Care Supervisor – Contact Centre

Location: Tunis, Tunisia

Purpose of Position: 

As our Inbound Customer Care Agent in our Contact Centre you will act as the first point of contact for our current and potential customers.  You will provide first hand support in relation to queries in regards to incoming sales, account queries, issues and product questions via phone and email.

Primary Responsibilities:

·       Resolving customer queries and issues, problem solving and negotiating, in a timely manner over the phone or via email

·       Provide appropriate solutions and alternatives with the time limited and follow up to ensure resolution and customer satisfaction is achieved

·       Input and track orders, returns, pick-ups and advise customer of updates to ensure customer satisfaction is achieved

·       Processing customer orders and providing expert advice on the company’s extensive products

·       Process payments, manage invoice and statement queries and escalate as required to the relevant team

·       Maximizing sales opportunities by identifying and seizing opportunities to upsell

·       Utilise your language skills by translating and proof reading orders received

·       Develop and maintain strong relationships with our customers

·       Work towards achieving the team service level targets

·       Maintain up-to-date knowledge of our products and processes to ensure customers are well informed 

·       Adhere and follow the company’s communication procedure, guidelines and policies

·       Ad hoc projects and duties as requested by management

Qualifications and Required Experience:

·       Must be fluent in the required language

·       Customer focused, have the ability to deal with our customers in a friendly and polite manner

·       An energetic, self-starter who excels in interpersonal skills, with a focus on listening and questioning skills

·       Self-motivated and goal oriented, always willing to go above and beyond for our customer

·       Have the ability to multitask and manage time efficiently

·       Strong desire in delivering the highest level of customer service and the drive to be successful in order to exceed targets and integrate into a team-based organization

·       Have the ability to maintain professionalism under pressure, ability to analyse a problem quickly and resolve it following procedures

·       Enjoy working in a team environment, working towards targets and maintaining high levels of quality customer service

·       Experience with MS office and other systems

·       Excellent telephone manner and email etiquette along with strong communication skills

·       Fluent in English

About National Beauty

National Beauty was created for and inspired by customers and SME businesses. Serving over 12 countries worldwide since 2019, National Beauty has provided custom solutions that help customers and businesses connect through a personal brand connection. National Beauty offers MORE value, savings and time to customers through expert guidance on a broad range of merchandising and beauty products, and operates via a network of more than 9 facilities across North America, Europe and North Africa and employs over 2,500 team members globally.