Customer Service Clerk with German & English- Prague

For our important client, big international company we are searching suitable candidates for the position

Customer Service Clerk with German

Requirements:

  • Written and spoken ability to communicate in German (B2 Proficiency required - CEFR standards)
  • Written and spoken ability to communicate in English

Job Description:

  • To proactively check for any potential or actual shipment failures, both import and export, and contact the customer to advise and agree a resolution that will achieve customer satisfaction
  • Proactively takes actions, where applicable, to solve service issues, ensures that solutions meet customer and business needs
  • Proactively contacts customers when service issues may affect delivery commitments, and understands customer needs in order to recommend appropriate solutions
  • Follows all new customers’ shipments and Premium shipments, to confirm the Proof of Delivery or apply the Service Recovery Policy
  • To provide the customer with suitable solutions relating to problem shipments or complaints
  • Researches problem shipment information, liase with internal departments to find potential solutions that meet the needs of the customer
  • Provides regular updates to the customer in line with the agreed call back times and preferred communication channel
  • Complies with all relevant policies and procedures
  • Formulates written communication requests providing accurate, complete and professional information detailing the specific requirements from the recipient
  • Follows up within the agreed times frame until an appropriate response has been received
  • Provides timely, complete and professional responses to customers
  • Record accurate, complete and timely information in systems to ensure global visibility, consistency of information, and to enable root cause analysis.
  • Records and completes complaint files to closing point, including Service Recovery data entry requirements
  • Records undeliverable/unsendable solutions to hand over to operations
  • Prepares and distributes Customer letters if required

 

Our client offers:

  • Work in Prague for a company who is recognized to be a global business leader
  • Benefits:
  • Meal vouchers
  • Up to 25 days of vacation
  • Sick days
  • Contribution to life/pension instance
  • Many training courses
  • Employees discounts
  • Shares
  • Referral bonus
  • Employee Academy
  • Language courses
  • Flexipass
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