CSR with German - Cluj Napoca

Excellent listening and written/oral communication skills in German and English
Knowledge of and experience with measuring and improving customer satisfaction ︀︊︈︇︋︊︂︌​︂︆︄︅​︁︁︎︌​︈︂︇︍​︈︆︅️︊︄︈︌︊︎︂︎and loyalty across broad functional areas and diverse geographies
A motivated and enthusiastic personality
Self-organized, planning and prioritization skills
Dependable, reliable and able to perform duties with minimum supervision
Ability to interact positively with peers and supervisors
Patience, empathy, and a unique ability to manage stress
Ability to work under pressure and adapt quickly to adverse situations
Technical aptitude and the ability to pick up new technology quickly
Familiarity with ticketing systems
Experience with policy work, or help resource project management
Able to follow guidelines and instructions
Ability to keep calm and clear-headed in critical situations
Ability to think outside the box
Ability to demonstrate confidence when imparting information or dealing with troubled callers

As a Customer Support Representative, you will play a crucial role in ensuring customer satisfaction by addressing inquiries, resolving issues, ︁︀​︂︃︃​︇︅​︀︁︀​︂︃︃​︇︅​︀and providing technical assistance related to drone products. You will be responsible for managing customer interactions through phone and email.

Respond promptly and professionally to customer inquiries and issues via phone, email.
Provide accurate and detailed information about drone products, features, and specifications.
Assist customers with product setup, troubleshooting, and usage guidance.
Diagnose and resolve technical issues related to drones, remote controllers, software, and accessories.
Process customer orders, returns, and exchanges.
Track and update customers on the status of their orders.
Stay informed about the latest drone models, software updates, and industry trends.
Provide product recommendations based on customer needs and preferences.

Job responsibilities:

Answer inbound calls as well as written communication within guidelines established by the client and call center management.
Ensure the delivery of a quality customer experience on each and every transaction;
Perform outbound calls within guidelines established by the client and call center management;
Ensure that all complaints are recognized, recorded, confirmed and solved effectively;
Recognize and promote additional products and services to the customers, in line with their needs and requirements and as directed by Foundever’s Client
Supply high-quality service in accordance with given processes and procedures;
Consistently utilize scripts, Knowledge Center tools and Hot News according to call center and client procedures.
Ensure that adherence to required shift schedules is observed at all times; Attend all required campaign training (new program and updates).
Take personal responsibility to understand and comply with all company and client security requirements and policies

Join our team of professionals at Foundever and we will offer you:

Paid professional technical training
Monthly performance-based bonuses
30 RON/day meal tickets
Private medical insurance
Discounts of to 40% at partners – electronics and telecommunications subscriptions
Discounts on eyeglasses, PC protective lenses and other services
Dentist discounts at partner clinics
Access to the 7card by Gympass monthly subscription
Special offer at partner banks
A well-defined career path with many opportunities to grow in different directions
Exposure to a multicultural and multilingual environment.