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B2BMalta Ltd Customer Support Representatives (German Speaking)
Closing Date:
Basis:
Job Ref:
07-JAN-2018
Full/Part-Time
KMP-27841
Job Description
B2BMalta Ltd is a Maltese company providing knowledge management outsourcing services and has been involved at different levels of business consultancy for the past 13 years, through business planning, tendering, EU funding application and marketing. The company promotes Malta and its unique value proposition for entities seeking a nearshore outsourcing location or an advantageous operational hub, covering the following areas:
  • Customer support outsourcing
  • Market studies, business and consumer research and knowledge process outsourcing
  • Interim management and business process outsourcing
  • Business advisory and start-up assistance
  • Business incentives and EU funding support
  • Proposal and tendering assistance

We are looking for highly motivated people, who are capable of independent work and can meet set expectations within deadlines in order to handle a new and exciting project for one of our clients in the iGaming industry.

A Customer Service Representative, or CSR, will act as a liaison, provide product / services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer Service Representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities
  • Managing incoming customer service inquiries through chat and emails
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods / tools
  • Meet personal / customer service team performance targets and handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions on IT systems, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies

Requirements
  • Customer orientation and ability to adapt / respond to different types of characters
  • Good level of spoken and written German and English
  • IT literate and familiarity with CRM systems
  • Customer support experience ideal but not a must
  • Strong phone contact handling skills and active listening
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritise, and manage time effectively

We are looking for mature individuals who understand fully the importance of providing a quality service, maximizing productivity and who are willing to go the extra mile in order to ensure these outcomes.

Whilst the role we are seeking to fill pertains particularly to the handling of customer relations (queries, questions, complaints etc.) per se, B2BMalta Ltd also offers several interesting paths towards career progression and personal development.
How To Apply
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