Lead Customer/Business Service Representative (German)

Short Description

The Lead Customer/Business Service Representative (LCSR/LBSR) role exists to provide first and second line of customer support to telephone and written enquiries from external Customers, internal Customers and Stakeholders in accordance with agreed service levels. The position will ensure all queries are answered with the required speed, accuracy, quality and with the maximum level of customer satisfaction through coordination, workload allocation, reporting and quality monitoring/coaching within the team.LCSRs/LBSRs are required to have an end-to-end understanding and accountability of all activities impacting the area they support. The role holder should enable high quality Customer Service activities in a speedy and efficient way in cooperation with the respective Sales/Segment Managers, third party service providers and project teams, where applicable. LCSRs/LBSRs are also accountable for high value customers and/or for customer escalations, end-to-end customer experience and critical process handling. LCSRs/LBSRs are supporting the Team Leader by handling certain operative management tasks: preparing analysis and reporting in case of escalations, quality monitoring and coaching in the team and being a back-up to the Team Leader in case of his/her abscence.

Description

Functional

• The LCSR/LBSR contributes positively to the team’s achievement and excellence in day to day customer service related operational tasks by ensuring that
• the service provided meets customer expectations,
• it is consistent with the set process performance indicators, applicable service level agreements,
• it meets the teams’ and Business’ targets, it complies also with the customer service functions’ core values.

The LCSR/LBSR is expected to demonstrate in-depth process knowledge, system expertise, professional and proactive attitude during the execution of daily operational tasks. He/She exhibits strong team player characteristics, demonstrates leadership skills by employing assertive communication and active listening at all times. The LCSR/LBSR is also responsible for improvement of processes with an impact on customer satisfaction, also reflecting on Business’ needs. It is his/her responsibility that the team is informed about major process changes and acts as a focal point in case of projects related to his/her team and daily operations.Leverage deep understanding of specific customers, processes / systems, and acts as first point of escalation for any verbal or written form of enquiries from external and internal customers from our Business and third parties. These customers belong to the Car&Van, Truck&Bus segments of the European Cards Business. The Business model can vary from direct to indirect partnership, including working with agents, distributors, third party service providers and retail sites in some of the countries.The LCSR/LBSR interacts with customers in a professional, friendly and efficient manner and escalate concerns about meeting service levels or deadlines. He/She also supports the development and continuation of sound working relationship with key stakeholders, customers and external service providers.Proactively resolve customer issues (working with other teams as appropriate):

• Take ownership on end-to-end customer service, coordinate all activities for the respected customer area.
• First point of contact in case of escalated telephone and written
• Escalate activities that are not actioned by assignees.
• Provide customer service via the internet, phone, fax and email to support activities including:
• Prospect handling and Customer set-up.
• Enable timely and accurate card issuance, invoicing, customer master data handling.
• Ensure that data is accurately entered and maintained in all Customer Service and Data Collection systems.
• Price, rebate and bonus management.
• Complaint handling: including accurate logging, resolving and providing feedback to the customer
• Ensuring processes are embedded and adhered consistently throughout the team.
• Proactive follow-up with Sales and Customer on pending activities preferably on the phone.
• Taking part in Business calls and communications as assigned by the Team Leader; acting as a Team Leader back up in his/her absence in the communications.
• Deep understanding and insight into his/her and the team’s customer portfolio – generated volume, behaviours, risks.
• Ensure effortless customer experience on the phone by coaching and mentoring team members regarding specific issues and processes.
• Performing email spot checks for quality purposes.
• Log, assign and track progress of queries and customer requests from receipt to completion ensuring data is accurately entered and maintained in all customer service and data collection systems. Distribute cases as needed to individual team members for supporting prioritization and accelerate processing them.
• The LCSR/LBSR provides support for new joiners during on the job training period and is responsible for reviewing the team’s training plan and SOPs on a regular basis.
• Support GBS standards through immediate triage, escalation (high risk customer issues - financial, legal, reputation), resolution or logging and forwarding of customer inquiries / issues.

Service Management & Continuous Improvement

• Manage and maintain customer expectations, referencing pre-established service level agreements where applicable and support the team to achieve the same. The LCSR/LBSR also supports the development of a team environment, which reinforces continuous improvement.
• Make recommendations on existing knowledge base documents and identify knowledge gaps.
• Highlight process gaps and inefficiencies; proactively seek solutions to increase productivity and / or level of service provided. The LCSR/LBSR also cooperates with other teams within his/her area to ensure that the overall operational objectives are met.
• The LCSR/LBSR supports all GBS and Cards related projects in a timely and accurate manner. He/She acts as first point of contact in case of projects related to daily operations. Performing user acceptance testing in service centre technology and ERP systems to help ensure effective enhancement execution is part of this role.
• The LCSR/LBSR also needs to dedicate some of his/her work time, in agreement with the Team Leader, to self-development and trainings.

Requirements

• Minimum of 24 months previous experience customer service skills in a telephone environment and/ or customer services environment preferred
• Must demonstrate a strong understanding of customers’ needs / behaviours
• Excellent written/oral communication skills and ability to build effective working relationships
• Strong time management and organisation skills
• Strong problem solving skills
• Highly motivated, proactive attitude
• Experience using SAP and/or Siebel and MS Office application

Offer

• Hybrid or Remote working model.
• Cafeteria.
• Opportunity to grow your career in a global, innovative energy company.
• Opportunity to work in a dynamic international environment.
• Exposure to global finance processes and stakeholders.
• Professional development and continuous learning opportunities.
• Supportive and collaborative team culture.