CUSTOMER SUPPORT AGENT (2nd LEVEL)
This is your chance to join the company that designs and manufactures some of the world's most well-known furniture brands.
With sales offices in 13 countries and more than 4,000 retail outlets serving 48 markets worldwide. This brand has 8 factories located in Norway, the USA, Thailand and Lithuania, and around 3,000 employees working together to make customers' lives even better.
Title: CUSTOMER SUPPORT AGENT (2nd LEVEL)
Location: Central London
Salary: £27,000 to £32000 Negotiable depending on experience
Language: Fluent German and English
Sector: Furniture
Start date: ASAP
- Initially, this is a full time 3 months contract that can be extended to permanent.
The role of a level 2 customer service representative (or level 2 support) involves providing technical assistance and resolving more complex issues that customers encounter and that could not be resolved by level 1 support. Below is a detailed description of the typical responsibilities, skills, and qualifications for this position:
Responsibilities
- Resolving Complex Technical Issues:
Handle tickets escalated by level 1 support.
Diagnose and resolve complex technical issues related to the company's products or services.
- Customer Communication:
Communicate effectively with customers to understand their problems and provide updates on the resolution status.
Key account retailer responsibilities = 2 or 3 retailers will be assigned to you for catch up meeting and coordination
- Collaboration:
Work closely with CS manager, sales rep and factory to identify and resolve recurring or complex issues.
Participate in team meetings and ongoing training sessions to stay updated on new products and new tools.
Contribute to the development of level 1 support members when necessary, by sharing technical skills and feedback.
Required Skills:
- Excellent written and verbal communication skills in German and English
- Ability to actively listen and understand customer needs.
- Ability to problem-solve effectively and make autonomous decisions when necessary.
- Strong customer orientation and ability to remain calm and courteous even in challenging situations.
- Ability to work effectively in a dynamic environment and handle multiple tasks simultaneously.
- Good understanding of computer tools, technical systems (SAP, optional C4C) and different processes within those systems
- German native (or fluent)
Education and Experience:
- High school diploma (or equivalent) required.
- Previous experience in customer service would be an advantage.
- additional skills appreciated = SAP knowledge / French speaking