German/Swedish Support Agent (EMEA)

Location
Dublin
Salary
Up to EUR32000.00 per annum
Posted
10 Aug 2022
Closes
07 Sep 2022
Ref
BBBH3581
Contact
Mayowa Esan
Sector
IT, Multilingual
Job Type
Permanent
Hours
Full-time

German/Swedish Support Agent (EMEA)

Our client is a member of the NASDAQ-100, the Forbes Global 2000, and Fortune 500 and is ranked among the fastest growing companies in the world. They are a product-led digital corporation that provides digital products, and digital IT services, including technology, consulting, and operations services.

This support agent will be challenged with having to balance day-to-day service/support of customers, while also identifying innovative ways to solve problems and help to identify gaps in processes.


Ideal candidates will be comfortable understanding social media, have an appetite for creating reports to analyse them on excel with the ability to use that to evolve client advertising platforms, have a high level of comfort working with cross-functional partners, and have a strong analytical mindset. Successful team members have a passion for business success, strong attention to detail, analytical problem-solving abilities, and keen eyes.

WHAT YOUR DAY WOULD ENTAIL

  • Troubleshoot customer issues and provide end-to-end resolution to clients' customers over the phone, email, and/or live chat
  • Maintain a thorough understanding of client processes and policies
  • Follow work flow and process guidelines
  • Reproduce customer issues and escalate product ticket
  • Focus on delivering key results like customer satisfaction, first-time resolution, efficiency and quality metrics
  • Demonstrate ownership, high level of commitment and provide excellent customer service to the customer
  • Demonstrate innovation and intuition in identifying and escalating areas requiring operational adaptation and/or improvement and working at a fast pace.
  • Day-to-day management of the verification work flow queues (applications, appeals, video reviews, business reviews, support cases)
  • Processing applications in progress; requesting more information when required and monitoring personal and team cases queues
  • Processing provider appeals and delivering final verdicts
  • Managing verification email cases queues, ensuring timely responses to all applying provider inquiries
  • Cross-functional alignment with other internal ops teams to manage questions and escalations regarding the verification process

DESIRED SKILLS

  • Fluent/Native in English and "German or Swedish"
  • Experience within a high-tech company
  • Experience with policy enforcement work
  • Experience in creating reports on excel
  • Ability to manage written and voice communication (email, chat, phone, and video connects with customers) for the hired language


If this is the role for you, apply now or contact me via Email- [email protected] or 0871926992

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