German Customer Service

General Outline Of Job Duties

* Assist customers with order placement, providing product information and advice related to products and services that best suit the customers’ needs.
* Follow up on leads generated from the Customer Service Team or other departments.
* Provide an excellent customer experience from the initial call to final sale closure.
* Ability to identify opportunities to up and cross sell products as per customers’ requirements.
* Complete call logs and reports where required.
* Offer a high level of service meeting our department key metrics for Sales, Quality and Productivity. Ability to overachieve on daily & monthly targets.
* Liaise effectively with other internal departments and external businesses in a professional manner as required.
* Recognize, document and escalate customer issues or trends following appropriate communication and escalation channels where required.
* Maintains product knowledge by attending training workshops, and keeping up to date on product material.
* Adherence to Digital River company policies

Education/Experience Requirements

* Ideally 1+ years of experience in an inbound or outbound Telesales role.
* Demonstrated a passion for excellence with respect to treating and caring for customers.
* Self-motivated with excellent communication skills in English with a good level French (native if possible).
* Have a pleasant, patient and friendly attitude.
* Ability to work under pressure and manage multiple tasks.
* Able to set priorities, respond to change, and demonstrate flexibility in dealing with daily demands.
* Strong problem solving skills and ability to interpret and communicate data.
* Be able to troubleshoot basic issues related to technology.
* Needs to be able to partner successfully in a team environment.
* Very familiar with computer operation systems, (incl. Microsoft suite).
* Must be flexible to work various shifts including evenings, holidays, and weekends where required.