German Customer Service Representative

4 semanas atrás

Porto, Porto, Portugal Sitel Corp. Tempo inteiro
Job Title: German Customer Advisor For A Global Consulting Leader

Are you a German native or fluent with strong English communication skills looking to make your career in a multicultural environment? We have the perfect opportunity for you

About Our Client

Our client is a global consulting leader helping clients around the world redefine the world of work, reshape retirement and investment outcomes, and unlock real health and well-being for their people.

Job Summary

We are seeking a customer service specialist to join our team in Porto. As a customer service specialist, your daily responsibilities will include:

  • Complying with the company's policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives.
  • Customer relationship management and digitized processing of customer contacts, focused on health insurance.
  • Answering inbound calls and written communication within guidelines/goals established by the client and contact center management.
  • Being a first point of contact to handle and resolve cases from policyholders (under group and/or individual contracts) such as requests for information on contributions, reimbursements and calculations of complementary reimbursements to Social Security, upgrading and/or downgrading, affiliation or deletion of beneficiaries, rights and benefits.
  • Completing daily tasks as allocated in an efficient and timely manner.
  • Maintaining accuracy and security of customer information on the database.
  • Identifying and escalating issues appropriately.
  • Composing thoughtful and accurate messages or customizing prepared responses to customer emails.
  • Researching information and solving problems using available resources.
  • Monitoring and controlling numerous concurrent tasks in tandem.
  • Proactively and independently working to meet targets and goals.
Requirements

To succeed in the role, you will need to have:

  • Native or proficient level of German (C2) (mandatory)
  • Advanced level of English (at least C1) both verbal and written (mandatory)
  • Previous experience in customer services and/or banking/insurance is an asset.
  • Computer literate.
  • Pedagogy, active listening, personalized follow-up of insured files.
  • Ability to read, understand and explain guarantees.
  • Ability to calculate and/or explain reimbursement calculations.
  • Customer-oriented, willingness to provide personalized care.
  • Genuine, unfeigned empathy (human situations and tragic contexts to be taken into account).
  • Method, rigor, patience, organization, autonomy, involvement.
  • Ability to keep calm and clear-headed in critical situations.
  • Ability to demonstrate confidence when imparting information or dealing with troubled callers.
  • People-oriented, value-added interpersonal skills.
  • Strong analytical and empathic skills.
  • Logic and mathematical calculations (arithmetic/percentage).
  • Experience with policy work, or help resource project management.
  • Life experience to apply to managing situations.
  • Early adopter of technology.
  • Ability to put callers at ease.

We are an equal opportunities employer and welcome applications from all qualified candidates.

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