Investigate and resolve incoming customer queries and complaints within 14 days to ensure customer satisfaction, team and department targets are met.
Ensure that company systems and research tools are used effectively in order to decide if a financial adjustment should be awarded. Reach and maintain set department file closure times to ensure customer service levels are achieved and exceeded and file aging is kept to a minimum. Reach and maintain file quality standards to ensure customer service levels are achieved and exceeded. Effectively communicate with customers regarding resolution of queries and complaints to educate the customer and ensure customer service levels are maintained and exceeded. Any other duties deemed necessary by the Team Leader.
Highly Customer service oriented Excellent problem solving skills Highly organised with the ability to prioritise. Ability to work to strict deadlines. Excellent Communications skills – Written & Spoken. Native German speaker. Good command of English. Good working knowledge of Microsoft: Word & Excel.