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German Speaking Technical Service Desk Agent

Merchants Recruitment

Cape Town, Western Cape

on 2019/12/23

Market Related

Role Requirement Contract

SalaryMarket Related

Work TypeContract

German Speaking Technical Service Desk Agent

We are looking for fluent GERMAN speaking customer service professionals to join our team.

Job Purpose:

The purpose of the position is to provide 1st line support for all incidents logged to the Service Desk and to meet the SLA’s to ensure that the appropriate action is taken to assigning the call to the correct support teams.

In this role you will:

  • Respond to all incoming calls within the agreed service level
  • Respond to e-mail, web, fax and monitoring requests that are logged onto the system
  • Ensure that all service requests are routed and allocated to the correct support group or person
  • Ensure that all user details are correct and that discrepancies are to be rectified through the correct channels
  • Escalates internally when support groups/people are not available to be allocated service requests
  • Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards
  • Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer.
  • Responds to all customers with willingness and appropriate tone and language
  • Ensures own product, system, process and policy knowledge is current.

Min Requirement for this role:

  • 12 months call centre experience in a service desk environment
  • Ability to work shifts within a 24/7 environment
  • Credit and Criminal Clear
  • Completed Matric or Equivalent Qualification
  • A+ or an equivalent IT Diploma or currently studying towards an advantage
  • Computer Literate with a working knowledge of MS Word, Excel and Outlook
  • Excellent command of English and German language are essential for this role

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