bayt.com
Job Description
Customer Focus:
• Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment• Ability to empathize with and prioritize customer needs• Demonstrates interpersonal skills with a diverse customer base• Demonstrates conflict resolution, negotiation, and de-escalation skills• Demonstrates ownership to resolve challenging customer issues, escalating when necessary• Ability to determine customer needs and provide appropriate solutions• Maintain regular and reliable attendance, including the daily schedule as assigned• Flexible with the working schedule; may be expected to work weekends, holidays and events• Ability to work overtime as required by business – as much as 60 hours a week, most often occurring in the weeks surrounding the Christmas holiday season
Problem-Solving Skills:
• Effective problem-solving skills including decision-making, time management and immediate prioritization of tasks as assigned• Ability to approach problems logically and rationally• Action oriented and self-disciplined• Organized and detail-oriented• Ability to quickly and effectively prioritize work time in various departments to meet business need• Ability to maintain composure in highly escalated situations• Qualified candidates will be comfortable in a multitasking, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service
Skills
Communication Skills:
• Excellent Spoken Language proficiency in German• Excellent communication skills in (written and verbal)• Ability to communicate correctly and clearly with all customers• Excellent documentation skills• Good comprehension skills – ability to clearly understand and state the issues customers present• Ability to concentrate – follow customers issues without distraction to resolution• Good composition skills – ability to compose a grammatically correct, concise, and accurate written response• Work successfully in a team environment as well as independently
Computer Knowledge/Skills:
• Ability to use a desktop computer system• Familiarity with Windows Operating System, Microsoft Outlook, Microsoft Word and Internet Explorer• Excellent typing skills• Demonstrates understanding of the Internet, Amazon.com website, and competitor websites• Demonstrates an ability to successfully navigate websites• Demonstrates a proficient knowledge of email applications• Demonstrates an ability to learn in various media• Ability to successfully adapt to changes in the work environment
BASIC QUALIFICATIONS· Graduate with a minimum qualification of high school degree· Must be excellent in German in written and verbal communication· Must have minimum 6+ months of experience in German Voice Support· Must be 18 years of age or older· Must be flexible in rotational shifts including night shifts· Must be eligible to currently live and work in Cairo, Egypt
PREFERRED QUALIFICATIONS· Contact Center/ BPO experience in German Voice Support is a PLUS