German Speaking Support Desk Advisor

We’re recruiting for a German Speaking Support Desk Advisor to join a European company based in High Wycombe. ACCOUNTABLE FOR: Logging and resolving all incoming enquiries (via email, telephone, or relevant systems) to the Support Desk Reporting any trend information escalated within the Support Desk system Responding to Franchisees and their customers in an appropriate and timely manner to find an amicable resolution RESPONSIBILITIES: Log all incoming enquiries through the Support Desk in to the relevant system(s) accurately and in a timely manner Maintain the security and confidentiality of personal data in line with GDPR regulations Co-ordinate the capture of all franchisee support issues and facilitate resolution with European teams and/or external suppliers as appropriate Co-ordinate and report on the relevant investigative feedback and responses for enquiries, via all available communication channels ensure efficient stakeholder management Monitor product escalations from within the Support Desk system and access the system(s) each business day to ensure that any open tasks are acknowledged/updated/resolved Take responsibility for the identification of any evident complaint trends. Alert relevant parties as necessary in the event of issues of a similar or business critical nature being identified Use systems available to generate reports to aid performance management of suppliers and distributors and ensure SLAs are maintained in regard to resolution times Utilise tools available to locate information relating to enquiries via internal sources and supplier relationships Facilitate and administer system updates to franchisee store changes where necessary e.g. store transfers, careers website Accurate completion of reports Analyse issues effectively and identify trends Always maintaining an excellent and professional customer service QUALIFICATIONS, SKILLS AND KNOWLEDGE: German language to a business proficiency Previous customer service experience preferred Ideally have a knowledge of a franchisee or similar environment Knowledge of IT Systems - Microsoft Office Suite (use of CX systems an advantage) Excellent written communication skills Ability to follow procedures Good organisation skills We regret that due to the high volume of applications we are unable to reply to everyone. If your application is successful we will contact you within 5 working days. If unfortunately you do not hear from us please feel free to apply for future roles.