Call Center Representative

German Speaking Role - Please only apply if you are fluent in German

Incident Coordinator - German SpeakingRemote roleReporting to Service Desk Team LeaderMain Goal

To receive and log all first line technical queries and requests on the service management from internal, external, direct and indirect customers in German.

Responsibilities/Tasks

• To handle all first line technical queries relating to hardware and solutions
• To take ownership of Key Account as a single point of contact for Account managers/Partners on queries/escalations
• To provide support and resolve issues over the phone
• To monitor and respond to the Incident Management email and chat inbox
• To escalate any unresolvable issues to the appropriate second line support
• To diagnose and request the despatch of spare parts via Service Operations Administration when required
• To diagnose and log incident tickets on the incident management system and escalate to appropriate resolver group (return to base, exchange, etc)
• To request field service call via Scheduling Coordination
• To log all queries via incident call management systems, updating call status where appropriate and closing calls once actions are complete
• To process toner orders checking requirement using available monitoring tools
• To observe and adhere to the set service levels agreed
• To monitor call status and chase / escalate any outside of SLA for resolution
• To highlight and report on any areas of improvement
• Any other tasks as directed

Knowledge, Experience & Skills

• Experience of Service Desk essential
• Fluent German speaker
• Great telephone handling
• Excellent communicator
• Able to operate in busy service environment

Competencies & Key Success Factors

• Be an ambassador for great customer service

• What we can offer you
• Salary (Competitive)
• 25 days holiday (All statutory bank holidays relevant to regional country) - 1 extra day after 5 years. Part time/temporary employees is a pro rata equivalent.
• A buying and selling holiday scheme
• Life Assurance (4 x base salary)
• Pension Scheme - A total contribution of 8% - 5% Employer and 3% Employee.
• Company sick pay (1 week after 6 month probationary period in first year, 4 weeks in years 2-3, 8 weeks in years 4-5 and 13 weeks from year 6 onwards)
• Enhanced Maternity and Paternity leave
• Employee Assistance Programme
• Bike2Work Scheme - salary sacrifice scheme to purchase bikes at a discount
• Electric Car Scheme
• Lifeworks - Access to discounts / perks
• EyeCare - Access to money off for glasses and sight test

The values that underpin the Kyocera Group are the 5 C’s- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.