Customer Service Executive

1 week ago

Bengaluru, India Capita Full time

Job Description

Key Responsibilities:

- Communicate with customers via inbound/outbound calls, emails, and live chats in German.
- Handle queries related to products, services, orders, billing, or technical support.
- Resolve customer complaints professionally and escalate issues when necessary.
- Maintain detailed and accurate customer records in CRM systems.
- Follow up with customers to ensure issues are resolved and satisfaction is achieved.
- Meet or exceed KPIs like CSAT (Customer Satisfaction), AHT (Average Handling Time), and FCR (First Call Resolution).
- Stay updated on company products, services, and policies to provide accurate information.

Qualifications & Skills:

- Language Proficiency:
- Fluency in German (B2 level or higher) written and spoken
- Good command of English (mandatory for internal communication)
- Education:
- Minimum: High school diploma or equivalent
- Preferred: Bachelor's degree in any discipline
- Experience:
- 13 years in a customer service role, preferably in a BPO or international process
- Freshers with strong German skills are welcome
- Skills:
- Excellent interpersonal and communication skills
- Ability to multitask and work under pressure
- Proficiency with CRM tools and Microsoft Office
- Strong problem-solving and decision-making abilities
- Customer-centric attitude and attention to detail

Working Conditions:

- Flexible to work in rotational shifts, including weekends and public holidays
- Comfortable working in a fast-paced, multicultural environment
- May require remote or hybrid work setup (depending on company policy)

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