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Customer Service Clerk with German

Job Location: Prague

Regional Description: Czech Republic

Job Number: 00427329

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- Job description

 

Job Responsibilities

 

 • To proactively check for any potential or actual shipment failures, both import and export, and contact the customer to advise and agree a resolution that will achieve customer satisfaction

•  Proactively takes actions, where applicable, to solve service issues, ensures that solutions meet customer and business needs

 •  Proactively contacts customers when service issues may affect delivery commitments, and understands customer needs in order to recommend appropriate solutions

  • Follows all new customers’ shipments and Premium shipments, to confirm the Proof of Delivery or apply the Service Recovery Policy

  • To provide the customer with suitable solutions relating to problem shipments or complaints

  • Researches problem shipment information, liase with internal departments to find potential solutions that meet the needs of the customer

  • Provides regular updates to the customer in line with the agreed call back times and preferred communication channel

  • Complies with all relevant policies and procedures

  • Formulates written communication requests providing accurate, complete and professional information detailing the specific requirements from the recipient

  • Follows up within the agreed times frame until an appropriate response has been received

  • Provides timely, complete and professional responses to customers

  • Record accurate, complete and timely information in systems to ensure global visibility, consistency of information, and to enable root cause analysis.

  • Records and completes complaint files to closing point, including Service Recovery data entry requirements

  • Records undeliverable/unsendable solutions to hand over to operations

  • Prepares and distributes Customer letters if required

 

Languages:

• Written and spoken ability to communicate in German for client interaction. (B2 Proficiency required - CEFR standards)

 • Written and spoken ability to communicate in English for Accenture interaction.

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