Customer Service Representative

Experience

German Speaking Customer Service Representative

Industry: IT Services and IT Consulting

Sep 2015 - Jun 2023

• Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.

• Maximised customer satisfaction by resolving service issues promptly.

• Assisted customers with product-related questions, feedback and complaints.

• Addressed customer service enquires quickly and accurately. 

• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.

• Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.

• Processed and issued product orders and service upgrades for customers.

• Built rapport with customers through courteous and professional communications.

• Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.

• Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.

• Monitored customer surveys and feedback to develop corrective actions for service-related issues.

• Resolved customer queries over phone and by email.

• Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution.

• Input customer information, call notes and personal data onto internal database.

• Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.

• Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.

• Processed cash and card payments during busy shopping periods, limiting customer wait times.

• Upheld privacy and security requirements established by national legislation.

• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.

• Followed up on customer issues, reaching out to verify satisfaction beyond initial communication.

• Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.

German to English Translator

Industry: Undisclosed

Apr 2018 - Apr 2023

Geneva, Switzerland

• Monitored translation quality of contractors and external providers.

• Commissioned external translation services for specialist projects.

• Translated live recordings in real-time with accuracy and composure.

• Checked phraseology with technical staff to deliver correct translations.

• Consulted with specialists to obtain information on technical information translation.

• Worked with sensitivity across emotive translation topics and circumstances.

• Obtained information on appropriate terms, phrases and words from specialist dictionaries.