CSR German Bilingual Representative | Urgent Role

About the role

iOPEX Technologies Philippines Inc. is seeking a CSR German Bilingual Representative to join our dynamic call center team in Taguig City, Metro Manila. This is an urgent, full-time position that offers an exciting opportunity to deliver exceptional customer service whilst utilizing your German language skills. As a Customer Service Representative, you will be the voice of our company, managing customer inquiries, resolving issues and ensuring satisfaction across multiple communication channels. This role is pivotal in maintaining our reputation for excellence and plays a crucial part in our commitment to providing outstanding support to our diverse customer base.

Job Description:

We are looking for candidates experienced in providing phone / ticket-based support for international customers in a technical process. This individual will provide customers from Canadian region with the highest level of support including technical troubleshooting, account maintenance, provide customer education and triage issues to Level-2 or other internal teams. The ideal candidate must be able to understand basic troubleshooting methodologies for a consumer technology product with focus on customer service. They must have the ability to monitor, follow up and take complete ownership of customer issues.

Roles & Responsibilities:

• Troubleshoot technical issues that customers face in an EV charging ecosystem

• Handle customer issues via phone / tickets

• Triage issues to Level 2 and other internal teams across global locations

• Provide active updates to the customer until the issue has been resolved

• Accurately document tickets in-line with process requirements

Requirements:

• Minimum 1 year experience in providing voice support in German language for international customers in a technical process.

• Excellent fluency in German language is a must

• Well versed in computer systems and mobile apps, troubleshooting devices in a home network environment.

• Good understanding of customer service processes, tools and best practices with a strong customer-centric focus.

• Ability to multi-task (Speak to customers on phone and type case notes in concurrence).

• Excellent oral and written communication skills in French language is a must.

• Bachelor’s degree or relevant work experience / certifications.