Customer Advisor in Athens

Details:

Germany's leading free bonus program and also the largest multichannel marketing platform.
Collect points (loyalty credit) when shopping/ online shopping and get more/extra with paper Coupons or eCoupons
What to do with points? Reward Shop, possible to exchange points for shopping vouchers. Can be also converted into LH Miles&More or even donation
Also available in an App

Responsibilities:

• Management of incoming calls and back office
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team targets and case handling quotas
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies

Requirements

• Customer orientation and commitment to excellent service
• Strong contact handling skills
• Excellent communication skills, such as active listening and the ability to adapt/respond to different types of characters/personalities
• Strong PC handling skills / computer literacy
• fast understanding / comprehension
• Good MS Office skills
• Ability to multi-task, prioritize, and manage time effectively
• Ability to work in a team
• Exclusively for this project
• Proven customer support experience or experience as a client service representative

Language skills (production language + English level):

• Native / near native in German language (contract demands for at least C2 in written channel and at least C1 in Voice. Agents are mutualized between Voice and Emails so C2 is minimum requirement)
• Note that English is NOT required(!) to perform in the role of the agent

Schedule:

• Monday to Saturday from 09:00 - 21:00;
• shift assignment in rotation
• Sunday always off;
• business closed on German National holidays (agents are in"BHL" or "rest day" depending on the scenario. In exceptional cases the department is conducting training or treating Emails on a German National Holiday [specifially if weekday in Greece])
• Full Time at 8 hours per day, 5 days/week

Part time:

Part-Time at 4 hours/day or 6 hours/day is welcome. PT20 (4h) should be selected in a ratio of 25% at maximum for a training wave, compared to FT30 or FT40.

Working conditions (On site / Hybrid / Remote):

• on-site/hybrid candidates need to be located in Athens
• WHA: detailed requirements demanded by the client
• WFH requirement: on target, meeting tech requirements, dedicated space for WFH office, no private devices, etc.
• Internet requirements: Speed test needed as per WH requirements. Download: 8 Mpbs, Upload: 4 Mpbs
• Training in-house plus nesting period (bay-area)
• From home: camera will be (shipped) used for training/coaching/meeting (internal)

Training (duration + language spoken):

• Total of 13 days training (1+10+2) including 1d for SAI typically starting Friday with SAI, followed by 10 days product training and two days of communications training.