Job Description

About Foundever ™??  
 
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

German Speaking Customer Service Advisor – Financial Services

PURPOSE:

To provide a professional outbound service to company points of contact to discuss product satisfaction, self-service application usage and to optimise expenditure on client product. In turn you will hand warm sales leads to the account.

The team currently operate 8am – 10pm  Monday to Sunday , but please keep in mind business needs can change and in turn so can the shift patterns you will be required to work.

What we can offer you...

• 37.5 hours contract 
• 4 weeks training consisting of classroom style courses and side-by-side with an experienced Customer Service Representative
• Perks: employee benefits scheme that works with the best UK retailers
• Learning and Development courses
• Career opportunities within the account

Within this team, we adhere to a secure area policy. If you feel you would like to be part of this team and you are ready to show your best talents, please apply for this role:

RESPONSIBILITIES AND END RESULTS

• Researching and reviewing company expenditure and usage of self-service tool known as MiVision.
• Working closely with the accounts Regional Sales Managers to discuss each individual client and how best to support them.
• Outbound calling to identify customer’s needs and potential opportunities, passing warm sales leads back to the account
• Providing general product information.
• Promoting the benefits of MiVision and the self-service options it can fulfil.
• Dealing with enquiries related to the client’s product range, whilst providing a high standard of service.
• Working closely with the Corporate Cards team if follow up is required.
• To develop and maintain a full technical knowledge of client products and services.
• To deal with all correspondence as requested/required.
• Diarising and logging of all calls accurately to ensure follow up calls are completed as and when needed. 

Planning and Organising

• Post holders will be expected to organise and schedule administration and call activities on a daily, weekly and recurring basis.

Decision Making 

• Post holders will have to advise customers of the most appropriate options/solution.
• Post holders will have to use their own initiative to decide if a problem/query should be escalated. 

Supervision

• Minimum supervision is required but is readily available.
• On a regular basis, calls are monitored to provide information relating to the individual’s performance.

Communication

• With customers of the client who work closely with and utilise their product.
• With Sales Managers and client contacts to discuss call outputs.
• With the team for advice and consultation.
• Supervisor to pass on information regarding a customer

EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

• Fluent in English and German
• Previous experience in customer service, preferably in the financial industry
• Computer literate: Word-processing, Excel, internet and general systems usage
• Ability to work under pressure, detail oriented and flexible
• Strong interpersonal, communication and customer service skills
• Initiative, ability to multitask and prioritise
• Experience in cards business or an interest in financial matters highly valued, although not essential
• Sense of urgency and responsibility required
• Problem solving and conflict resolution
• Effectively prioritise time & manage work to deadlines
• Take ownership of issues and liaise with the client and internal Operations to resolve
• Ability to work in a pressured environment and multi-task is essential    
• Must be proactive and prepared to investigate issues off own initiative with the minimum of information.           
• Excellent communication skills & ability to communicate at all levels Self-motivated and demonstrate high level of initiative
• Display a high level of attention to detail

Subject to Disclosure Scotland, media and credit check

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