Assistant Manager-Back Office-Customer Service

4 days ago

Gurgaon, Haryana, India EXL Talent Acquisition Team Full time

About the Role

We are looking for a highly skilled German Language Trainer to support our team in enhancing their German language proficiency, especially in customer communication through email and occasional outbound calls. The trainer will play a crucial role not only in teaching language skills, but also in building strong communication etiquette, empathetic responses, and customer trust.

Key Responsibilities

1. Language Training & Coaching

  • Conduct regular German language training sessions (grammar, vocabulary, writing, and speaking) for team members.
  • Improve the team's German email communication, focusing on clarity, tone, etiquette, empathy, and professionalism.
  • Provide constructive feedback and coaching to develop confident customer communication.

2. Communication Quality & Support

  • Support the team in handling customer queries and emails with high-quality written German communication.
  • Offer consultative guidance on crafting effective and empathetic email responses.
  • Assist with translation and interpretation when needed, ensuring contextual accuracy.

3. Customer Interaction & Service Recovery

  • Handle escalated customer dissatisfaction cases by making outbound calls in German.
  • Listen to customer concerns, demonstrate empathy, and ensure corrective actions are communicated clearly.
  • Support service recovery by ensuring customers feel heard, respected, and valued.

4. Quality Monitoring & Calibration

  • Conduct sample audits of agent emails and communications to identify gaps and improvement areas.
  • Participate in calibration sessions with quality teams and operations.
  • Run mock email exercises and provide coaching to reinforce learning.

Requirements

  • German Language Certification: C2 (Mandatory) – Goethe, ÖSD, TestDaF, or equivalent.
  • Minimum 2 years of experience as a German trainer, language coach, or corporate language specialist.
  • Strong understanding of customer service practices, especially in email communication.
  • Excellent interpersonal skills with a consultative and empathetic communication style.
  • Ability to coach teams, evaluate performance, and provide detailed feedback.
  • Comfortable making professional outbound calls to resolve customer dissatisfaction cases.

Preferred Skills

  • Experience in BPO/Customer Support environment.
  • Strong analytical and quality assessment skills.
  • Ability to manage multiple training activities simultaneously.
  • Passion for teaching, coaching, and developing others.

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