Back to search.PGi - German speaking Customer Service Agents
| Employment Type: | Permanent |
| Location: | Cork - South-West, Ireland, Clonakilty, West Cork |
| Salary: | Attractive plus Benefits |
| Languages: | English, German |
PGi is a global provider of communication technologies-based solutions that automate, simplify and improve communication-centric business processes. Our solutions help businesses increase sales, improve productivity and efficiency and enhance customer loyalty and retention by empowering them with new ways to communicate with, market to and service their constituents.
With worldwide headquarters in Atlanta, Georgia, we have an established customer base of approximately 60,000 corporate accounts in 19 countries worldwide, with many Fortune 500 clients.
We are currently recruiting for motivated Customer Service Agents to work in our European HQ, idyllically set in Clonakilty, West Cork. (35 MILES FROM CORK CITY).
RESPONSIBILITIES
• Responsible for demonstrating exceptional customer service skills by providing professional and courteous responses to incoming telephone and email requests from customers, sales, sales engineers and corporate employees for level 1 resolution. Approximately 70% of requests are received via email, 30% via calls.
• Troubleshoot all issues reported, demonstrate solid investigation skills to resolve or escalate to level 2 support.
• Update customers per service level agreements up to and including resolution to ensure first call resolution and 100% customer satisfaction.
• Enter all calls and emails into Ace/ Remedy, our internal ticketing system in a proficient & timely manner. Assure prompt updates & resolution for all level 2 and 3 escalated tickets
• Continuous/frequent follow up on open issues
• Use egain, an internal application to manage email workload. Must have the ability to navigate, understand and prioritise requests from this application
• Process client requests by submitting jobs sent in by customers. These must be processed with a high level of accuracy and attention to detail
• Manipulate customer's list/document data for job submission
• Html creation and/or manipulation as per customers instructions
• Create custom coversheets, banners and footers based on customer instructions
• Create custom voice templates and/or text to speech templates as per customers request
• Special Projects
• Data manipulation, new service/account implementation, QA, error queues, alert monitoring.
• Ability to manage and maintain global error queues which contain special customer requests and jobs that need to be investigated or handled manually.
• Account documentation & training
• Document for the department customized accounts/applications and train team members as required
SKILLS
• Fluency in German plus an excellent level of English is required
• Minimum of 1 to 2 years Customer Service experience
• Excellent speaking voice
• Accurate typing of approx 30 wpm. Excellent working knowledge of Microsoft applications essential
• Excellent interpersonal and communication skills (both written and verbal)
• Excellent problem resolution skills
• Accuracy and attention to detail is essential
• Excellent organizational and prioritization skills
• Ability to work well both independently and in a team environment
• The ability to manipulate and format data using various software packages
• Ability to work well under pressure, multi-task and meet deadlines
• Ability to work alternate shifts is a job requirement
• Ability and flexibility to perform all other job-related and ad-hoc duties as required
• Solid knowledge in entire MS Office Site, Adobe, Tiff Images, XAR files
• Good knowledge of IE 5.5 and up as well as Firefox
• Good knowledge of Dreamweaver, Photoshop, Frontpage
• Knowledge of internet/www/browser troubleshooting
• Knowledge of Html, http/https and FTP
• Security/firewall/antivirus troubleshooting
• Knowledge of Unix based systems beneficial
• Knowledge of Oracle based systems beneficial
• Knowledge of Java version 1.5 beneficial.
PGi offer an excellent remuneration package. In addition we offer a competitive benefits package.
For immediate consideration, please forward applications immediately.
With worldwide headquarters in Atlanta, Georgia, we have an established customer base of approximately 60,000 corporate accounts in 19 countries worldwide, with many Fortune 500 clients.
We are currently recruiting for motivated Customer Service Agents to work in our European HQ, idyllically set in Clonakilty, West Cork. (35 MILES FROM CORK CITY).
RESPONSIBILITIES
• Responsible for demonstrating exceptional customer service skills by providing professional and courteous responses to incoming telephone and email requests from customers, sales, sales engineers and corporate employees for level 1 resolution. Approximately 70% of requests are received via email, 30% via calls.
• Troubleshoot all issues reported, demonstrate solid investigation skills to resolve or escalate to level 2 support.
• Update customers per service level agreements up to and including resolution to ensure first call resolution and 100% customer satisfaction.
• Enter all calls and emails into Ace/ Remedy, our internal ticketing system in a proficient & timely manner. Assure prompt updates & resolution for all level 2 and 3 escalated tickets
• Continuous/frequent follow up on open issues
• Use egain, an internal application to manage email workload. Must have the ability to navigate, understand and prioritise requests from this application
• Process client requests by submitting jobs sent in by customers. These must be processed with a high level of accuracy and attention to detail
• Manipulate customer's list/document data for job submission
• Html creation and/or manipulation as per customers instructions
• Create custom coversheets, banners and footers based on customer instructions
• Create custom voice templates and/or text to speech templates as per customers request
• Special Projects
• Data manipulation, new service/account implementation, QA, error queues, alert monitoring.
• Ability to manage and maintain global error queues which contain special customer requests and jobs that need to be investigated or handled manually.
• Account documentation & training
• Document for the department customized accounts/applications and train team members as required
SKILLS
• Fluency in German plus an excellent level of English is required
• Minimum of 1 to 2 years Customer Service experience
• Excellent speaking voice
• Accurate typing of approx 30 wpm. Excellent working knowledge of Microsoft applications essential
• Excellent interpersonal and communication skills (both written and verbal)
• Excellent problem resolution skills
• Accuracy and attention to detail is essential
• Excellent organizational and prioritization skills
• Ability to work well both independently and in a team environment
• The ability to manipulate and format data using various software packages
• Ability to work well under pressure, multi-task and meet deadlines
• Ability to work alternate shifts is a job requirement
• Ability and flexibility to perform all other job-related and ad-hoc duties as required
• Solid knowledge in entire MS Office Site, Adobe, Tiff Images, XAR files
• Good knowledge of IE 5.5 and up as well as Firefox
• Good knowledge of Dreamweaver, Photoshop, Frontpage
• Knowledge of internet/www/browser troubleshooting
• Knowledge of Html, http/https and FTP
• Security/firewall/antivirus troubleshooting
• Knowledge of Unix based systems beneficial
• Knowledge of Oracle based systems beneficial
• Knowledge of Java version 1.5 beneficial.
PGi offer an excellent remuneration package. In addition we offer a competitive benefits package.
For immediate consideration, please forward applications immediately.
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