Customer Service Representative II

Company overview:

From the Leipzig office, we cover clients within about a two-hour drive and support remote sites through RMM tools. Typical projects include office moves, server migrations to Azure, and replacing aging switches and access points. Company vehicles are provided for techs who drive to client sites.

Job summary:

This is a newly created position. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. You can work from home anywhere in Germany. We have no office requirement. You will write a lot of updates, so clear written English is important.

In this role you will:

• Escalate complaints that need a supervisor or another department
• Follow scripts and required disclosures on recorded lines
• Answer inbound calls, live chats and emails from a queue
• Process returns, exchanges, refunds and address changes
• Call customers back on open issues within the promised timeframe
• Meet targets for handle time, quality score and customer satisfaction
• Document every interaction in Zendesk or Salesforce Service Cloud
• Explain bills and payment options and take payments over the phone

What we're looking for:

• 7+ years of customer service, retail, hospitality or call centre experience
• Comfortable using multiple screens and systems at the same time
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Typing speed of at least 35 WPM
• Clear speaking voice and good listening skills
• Must pass a background check

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Compensation and benefits:

Salary range: €25,000 - €34,000 annually

• Company pension scheme
• Holiday pay
• JobRad bike leasing
• Flexible working hours
• Paid overtime or time off in lieu
• 30 days of annual leave
• Home office equipment

Candidates must be eligible to work in Germany.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at WL Managed Services GmbH.