German Speaking Support Desk Advisor

Reference Number: J11638
Salary: Competitive
Location: High Wycombe
Contract Type: Permanent

APPLY FOR THIS JOB

GERMAN SPEAKING SUPPORT DESK ADVISOR 

We’re recruiting for a German Speaking Support Desk Advisor to join a European company based in High Wycombe.

ACCOUNTABLE FOR: 

  • Logging and resolving all incoming enquiries (via email, telephone, or relevant systems) to the Support Desk
  • Reporting any trend information escalated within the Support Desk system
  • Responding to Franchisees and their customers in an appropriate and timely manner to find an amicable resolution

RESPONSIBILITIES: 

  • Log all incoming enquiries through the Support Desk in to the relevant system(s) accurately and in a timely manner
  • Maintain the security and confidentiality of personal data in line with GDPR regulations
  • Co-ordinate the capture of all franchisee support issues and facilitate resolution with European teams and/or external suppliers as appropriate
  • Co-ordinate and report on the relevant investigative feedback and responses for enquiries, via all available communication channels ensure efficient stakeholder management
  • Monitor product escalations from within the Support Desk system and access the system(s) each business day to ensure that any open tasks are acknowledged/updated/resolved
  • Take responsibility for the identification of any evident complaint trends. Alert relevant parties as necessary in the event of issues of a similar or business critical nature being identified
  • Use systems available to generate reports to aid performance management of suppliers and distributors and ensure SLAs are maintained in regard to resolution times
  • Utilise tools available to locate information relating to enquiries via internal sources and supplier relationships
  • Facilitate and administer system updates to franchisee store changes where necessary e.g. store transfers, careers website
  • Accurate completion of reports
  • Analyse issues effectively and identify trends
  • Always maintaining an excellent and professional customer service

QUALIFICATIONS, SKILLS AND KNOWLEDGE:

  • German language to a business proficiency
  • Previous customer service experience preferred
  • Ideally have a knowledge of a franchisee or similar environment
  • Knowledge of IT Systems – Microsoft Office Suite (use of CX systems an advantage)
  • Excellent written communication skills
  • Ability to follow procedures
  • Good organisation skills

We regret that due to the high volume of applications we are unable to reply to everyone. If your application is successful we will contact you within 5 working days. If unfortunately you do not hear from us please feel free to apply for future roles.

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To find out more about this vacancy please call 01628 627 222