Tech Mahindra is a large IT Service company that is expanding from India to the entire world. Whether it’s AI, cybersecurity, or everyday automation, TechM plays a leading role in the IT sector.
In Germany, Tech Mahindra provides high quality, customer-centric information technology experiences to global customers including fortune 500 companies.
Job Responsibility
- Efficient and effective response to German-speaking customer inquiries through all available channels (phone, chat, tickets, etc.);
- Identify customer needs and ensure that they are taken into account when providing a customer-oriented service;
- Ensure that service level agreements are met by accurately completing the required tasks and positive communication with all parties involved (2nd line, 3rd line, etc.) to enable timely problem resolution;
- Follow the agreed processes for resolving customer inquiries and, if necessary, make their own contribution to process improvement;
- Independent management of customer interaction to ensure that all agreed quality characteristics are met and exceeded;
- Demonstrates appropriate sense of urgency for customer responses;
- All other duties as assigned;
Requirements:
- Strong verbal communication skills in German language (Minimum Proficiency level – B2+ and above)
- High problem-solving skills
- Should know basics of computer and knowledge of MS Office (Word, Excel, PowerPoint) and latest operating systems
- Typing 25 WPM and 85% accuracy
- Ability to present value-adding solutions to customers
- High emotional intelligence and soft skills with the ability to serve high-profile customers
- Achieve goals on time with excellent customer care
- Ability to learn, acquire knowledge and develop yourself
- Experience in a multi-system environment
- Preferably 0-3 –years of experience in a contact centre or customer service environment
Preferred Competencies:
- Demonstrates a strong customer service orientation
- Takes responsibility to follow up with customers to ensure their needs and expectations are satisfied and promises are kept
- Friendly and upbeat style
- Ability to handle difficult or irate customers effectively
- Ability to set expectations and deliver information in a positive and articulate way Investigates and takes action to meet customer’s needs
- Solves routine problems effectively, gathering the information necessary from the customer
- Applies systematic approach to solving problems
- Professional and positive in interactions with others and is able to establish rapport quickly
- Treats others with courtesy and respect
- Able to adjust his/her behaviour and communication to accommodate working styles and perspectives of diverse individual
For online application please send your CV to one of the following email addresses:
- ND00926057@TechMahindra.com – Frau Nguyen
- HungaryRMG@TechMahindra.com – unser RMG Team in Budapest