German Customer Service Hosts at Black Pen Recruitment

Job Description

Knowledge And Skills Required

• Strong customer service skills; ability to create rapport with customers, via telephone, chat and email
• Fluent in spoken & written Swedish/German/Norwegian (mother tongue level)
• Strong communication skills (verbal and written) - especially: empathy, active listening skills, with the ability to "read between the lines"
• Excellent organization, multi-tasking and time management skills
• A proven ability to see problems through to their resolution
• An excellent history of attendance and adherence to work schedules
• Demonstrated literacy in MS Office (Outlook, Word and Excel)
• Prioritize tasks in a busy environment
• Proven passion for customer service and excellent CRM skills
• Pro-active, organised and strong personal drive
• Ability to work shifts
• Valid driver’s license and own transport is advantageous

Key Performance Areas

• Identify the needs of the end user
• Answer chats, calls and respond to emails
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter and update customer information into system
• Identify and escalate priority issues
• Follow up customer calls where necessary

Qualifications And Experiences

• Completed Matric/ equivalent
• Customer Service Experience
• Previous Call Centre work an advantage
• Previous working experience in the online gaming industry would be beneficial

Your Duties Will Include, But Are Not Limited To

• Promotion driven interventions, inbound (and/or outbound when required)
• Financial information, gaming advice, and review for additional offers, pro-active value adds
• Customer relationship building and management by maintaining customer notes and paying attention to customer cues
• Responding promptly and interact effectively with casino customers via a different number of channels, namely calls, emails, webchats, social media
• You will be required to stay abreast with customer centre SLA's as teamwork will be required to maintain and exceed the expectations set.
• Ensure that more complex customer issues are followed up and resolved in a timely manner (by following defined escalation path when required).