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Multilingual Customer Services Professional

2010-09-08 00:00:00

Title: Multilingual Customer Services Professional
Salaire: �8.50 per hour
Secteur g�ographique: Surrey - South East, United Kingdom
Langues: Danois, Finnois, Norv�gien, Su�dois
Post� : 8th Sep 2010

Description:
Sitel provides fully integrated customer care and back office processing services that focus on delivering a return on customer investment to our clients by reducing service costs, improving customer retention and increasing revenue per customer. At the Kingston Upon Thames site, we manage a range of blue chip, highly prestigious campaigns.
We are currently recruiting for Nordic speakers: Swedish, Finnish, Danish and Norwegian speakers for our Philips Campaign where you will be required to take technical calls regarding the Philips product range.

Main duties and responsibilities:

� Receive pre-sales or after-sales queries and provide technical advice regarding the queries.
� Assists callers by providing excellent customer service standards with a variety of customer queries.
� Escalates queries and complaints to the relevant colleague or Team Manager.
� Aims to resolve customer queries at the first point of contact and proactively learns/improves in order to achieve 100% first time resolution.
� Achieves accuracy and quality targets as set by the Team Manager in relation to self and other team members.
� Achieves productivity targets as set by the Team Manager, in relation to self and other team members.
� Arrives at work on time and in accordance with the weekly staffing schedule.
� Occasional outbound calling/emails/chat may be required.
� Performs other duties assigned.

General Knowledge and skills:

� Educated to GCSE standard or equivalent preferred.
� Previous Customer Service experience preferred.
� Ability to build rapport with customers (often in difficult situations of complaint / complex handling).
� Knowledge of PC based packages and keyboard skills (ability to use MS Office).
� Clear and concise verbal and written business English skills.
� Strong verbal and written communication skills including effective questioning and listening skills.
� Ability to communicate effectively: resolve problems and offer suggestions at all levels.
� Fully understands complaint and objection handling techniques and adopts accordingly.
� Ability to promote the product or service to a variety of people from diverse backgrounds.

Pay rate: �8.50 per hour

Hours of work: 37.5 hours per week

Danish: Monday � Friday from 08.00 � 17.00
Finnish: Monday � Friday from 07.00 � 16.00
Norwegian: Monday � Friday from 08.00 � 17.00
Swedish: Monday � Friday from 08.00 � 17.00

Please note: We are unable to get back to unsuccessful candidates due to the high level of applications. If you have not heard from us within 7 days, please assume that your application has been unsuccessful on this occasion.
This is a permanent role and only candidates with the right to work on a permanent basis within the UK without any working restrictions should apply.

Japanese Speaking Customer Service Specialist

2010-09-08 00:00:00

Title: Japanese Speaking Customer Service Specialist
Salaire: Dependant On Salary
Secteur g�ographique: Cambridgeshire - East Anglia, United Kingdom
Langues: Japonais
Post� : 8th Sep 2010

Description:
WhiteConcierge is Europe�s leading B2B concierge, travel and lifestyle management service. Our team operates on a 24/7 basis in 8 languages, serving our global customer base.

We are looking to add to our existing Japanese speaking team, where you will provide customer service to our customers helping them to get the best out of their business, leisure and travel plans.

Your tasks will range from booking hotels, to translation requests so to be considered for this role you must also possess English language capability at business level. You may also be required to take and manage English speaking calls.

A good level of geographical knowledge is required as our customers could be calling you from anywhere in the world. You must also have a good understanding of the Japanese business culture and etiquette.

We are looking for people with an incredible passion and perfection for everything they do. Experience of working within a customer services environment in a contact centre would be an advantage but is not essential. The ability to multitask and to effectively manage your time, whilst delivering exceptional customer service is paramount!

NO AGENCIES PLEASE

ALL APPLICANTS MUST HAVE FULL RIGHT TO WORK IN THE UK.

We welcome applications from individuals with valid time limited visas but ask that you have a minimum of 12 months stay left.

WE ARE UNABLE TO PROVIDE SPONSORSHIP OPPORTUNITIES

Bilingual Customer Services Professional

2010-09-08 00:00:00

Title: Bilingual Customer Services Professional
Salaire: �9.50 per hour
Secteur g�ographique: Surrey - South East, United Kingdom
Langues: Anglais, N�erlandais
Post� : 8th Sep 2010

Description:
Sitel provides fully integrated customer care and back office processing services that focus on delivering a return on customer investment to our clients by reducing service costs, improving customer retention and increasing revenue per customer. At the Kingston upon Thames site, we manage a range of corporate, blue-chip campaigns such as Microsoft, Sony, Philips and Digital River to name a few.

We are currently recruiting for customer services professionals for a brand new campaign due to start at the Kingston site. This campaign is a global mobile phone telecommunications company with a highly regarded reputation within the industry globally.

You will provide customer service and technical support to customers. You will promote a positive corporate image of the company by demonstrating appropriate conduct, high quality, professionalism and positive attitude in all interactions with customers.

Your main purpose will be to receive customer calls and emails as the first contact point in the customer contact centre. You will be expected to listen, then quickly, efficiently and correctly understand what type of support the customer requires. With that understanding, the Agent will:

- Investigate, resolve and close the Request him/herself
- Transfer cases requiring further research and testing as appropriate channels
- Transfers sales leads to the Telesales agents

Duties and responsibilities:

� Handles interactions from customers via different media.
� Provides accurate and polite answers to customer requests and pays respect to customer needs and ways of communicating.
� Deals with customer complaints in an effective, swift manner to ensure customer satisfaction
� Records all customer contacts in CRM tool (Siebel) � accurately.
� Understands the scope of her/his work and maintains high level of knowledge in own competence area. During non-peak hours, studies material available and keeps her/him updated on changes.
� Understands the importance of efficient, emphatic and customer focused service delivery

Education

� Upper secondary school (preferred)
� Minimum 6 months of technical service/support working experience

Experience

� Prior technical service/support experience of min. 6 months is required or alternatively vocational technical education.

Language

� Fluent (written, spoken) language skills: Dutch
� English skills: Excellent understanding of spoken and written English (Nokia trainings and material only provided in English)

Please note: We are unable to get back to unsuccessful candidates due to the high level of applications. If you have not heard from us within 7 days, please assume that your application has been unsuccessful on this occasion.

Dutch Speaking Quality Advisor

2010-09-08 00:00:00

Title: Dutch Speaking Quality Advisor
Salaire: Excellent
Secteur g�ographique: Bratislava - Bratislava, Slovakia
Langues: Anglais, N�erlandais
Post� : 8th Sep 2010

Description:
Core Responsibilities:

Communications

� Represent Public/Large Enterprise Business Operations on the Business unit site (Netherlands remotely). To include participation in the local Senior Management Team (SMT) and all related forums
� Represent Public/Large Enterprise Sales teams in the CoE (Centre Of Excellence). To include participation in the local Operations meetings and all related forums
� Communicate Public/Large Enterprise Business Operations strategy and performance to Business Unit SMT and Business Operations employees

People & Performance Management

� Establish a virtual Bus Ops team supporting Sales, consisting of Team Leaders/Coaches from the core Business Ops teams: Order Processing (Online & Offline), Customer Care, Cancel & Rebook and End 2 End for Business Unit.
� Work with relevant Bus Ops managers in setting operational targets and achieving goals for the virtual team, including:
� Agreement on operational performance targets, goals and CoE Service levels in-conjunction with CoE Managers & Pan-EMEA Functional Managers.
� Monitor performance against agreed targets and goals through regular operational performance reviews with the Centre of Excellence Management team & Pan-EMEA Functional Managers.
� Responsible for maintaining the virtual team, through future business re-organisations and work transitions. Includes responsibility for maintaining agreed operational performance targets during re-org/transition phase.

Cost of Dissatisfaction

� Responsible for driving & achieving Cost of Dissatisfaction (COD) and Incident rate targets and improvements. To include the following:
� Quality Champion in CoE and Business Unit SMT
� Driving Right First Time culture within the BU Sales teams
� Weekly Quality Deck for site/region
� Coaching & feedback to local Sales teams when required
� Team league table, incidents and COD% analysis by Sales Reps and recommendations
� Utilising local Quality analyst where available, working with ISM where quality analyst is also in CoE
� Roll-out new processes across CoE and BU site as defined by Pan-EMEA Quality Team
Escalation Management
� Establish escalation process (inc. Service level agreements) for each process covered by the virtual team
� Ensure Sales are kept informed of the correct escalation points through changes to the business
� Act as a senior point of contact for Public/Large Enterprise Business Operations issues and escalations which cannot be resolved through the standard escalation process

Quality initiatives/Projects� support:

. Promote quality initiatives/projects within site/region
. Implement/coordinate operationally quality initiatives/projects on site/region
. Follow-up and report project progress to management and stakeholders

Required Experience

� Previous Work Experience in Customer Care or Quality team
� Highly self-motivated and proven ability to reach personal targets
� Proven communication skills
� Previous experience in managing a remote/virtual team
� Very good organizational skills, time-management and goal-orientation
� Proven analytical skills
� Proven ability to problem solving and issue resolution
� Proven ability to deliver work with a high level of accuracy
� Knowledge and understanding of DELL internal processes, products and procedures are advantageous

Bilingual Customer Service Professional

2010-09-08 00:00:00

Title: Bilingual Customer Service Professional
Salaire: Excellent
Secteur g�ographique: Nordrhein-Westfalen, Germany
Langues: Anglais, N�erlandais, Allemand
Post� : 8th Sep 2010

Description:
Functie-omschrijving:

� U handelt als escalatiepunt voor vragen en klachten van alle frontline teams (terugkerende inkomende en uitgaande oproepen indien nodig).
� U neemt uw verantwoordelijkheid op voor het oplossen van de escalaties en klachten van eindgebruikers (inclusief e-mails en brieven).
� U kan meerdere taken simultaan uitoefenen opdat het aantal escalaties en klachten op alle business niveaus daalt

Profielomschrijving:

� 1 jaar relevante, commerci�le ervaring, idealiter in een IT- of in een B2B-omgeving.
� Uitstekende gesproken en geschreven Nederlandse kennis (Vlaamse of Nederlandse tongval)
� Goede kennis van het Engels � Engelstalige werkomgeving
� Bekwaam zijn om te kunnen lezen, begrijpen en online Engelse informatie uit te leggen aan klanten.
� MBO/Hogeschool diploma of gelijkwaardig, liefst in een Bedrijfsge�ri�nteerde- of IT-gerichte keuze.
� Klaviervaardig en goede PC-kennis.

Idealiter zal de kandidaat beschikken over:
� Goede Engelse kennis, zowel gesproken als geschreven
� Een diploma
� Ervaring in de IT-wereld of in de business-to-business sector
� Customer Service ervaring in een call center of helpdesk omgeving

Hebt u interesse? Gelieve uw cv met motivatiebrief voor deze functie te sturen naar onderstaand adres. Gelieve ook een loonindicatie mee te delen en de eerstkomende datum waarop u zich zou kunnen voorstellen.

Polish Speaking Technical Support Specialist

2010-09-08 00:00:00

Title: Polish Speaking Technical Support Specialist
Salaire: Excellent
Secteur g�ographique: Bratislava - Bratislava, Slovakia
Langues: Anglais, Polonais
Post� : 8th Sep 2010

Description:
Overall purpose of the job

- Service and support Polish speaking customers with the goal to achieve best customer experience
- Responsible for providing telephone diagnostic technical support of software

Tasks

� Assists customers by diagnosing problems and providing resolutions for technical and service issues
� Active guidance and online maintenance for the customers on the phone
� Focuses on delivering a positive customer experience according to Dell standards
� Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
� Prioritize work based on time and complexity requirements- exercises sensitivity to due process and proper pacing
� Documents problems in the support solution database for diagnostics and solution implementation
� Helpful and polite dealing with customers

Start date by agreement

Other benefits

- Dynamic international environment
- Very good working-atmosphere
- Attractive evaluation and bonuses

Bilingual Order Processing Specialist

2010-09-08 00:00:00

Title: Bilingual Order Processing Specialist
Salaire: Excellent
Secteur g�ographique: Bratislava - Bratislava, Slovakia
Langues: Allemand, Russe, Su�dois, Grec, Polonais
Post� : 8th Sep 2010

Description:
To provide professional responsive and quality order services, to support and improve the end-to-end order fulfillment cycle. The Order Processinng Agent is responsible for entering and validating customer purchase order into the order system, starting from small kit orders into the very complex server & storage orders.

The role will involve direct active contact with the customer, query resolution and a high level of interaction with the Account Manager. The Agent communicates with Sales, Finance, Customer Care and TSR team and the customer. The agent is supporting online as well as offline order processing for the selected country. He/She also deals with the complex orders - complicated and high revenue orders ensuring a high level of customer satisfaction.

PRINCIPAL DUTIES AND RESPONSIBILITIES

� collect, enter and validate orders into Order Management System - online and offline
� Order Query - managing orders with customer and Local Sales
� ensure that all orders are processed and delivered to customer site within EMEA lead times as per customer specification and that any delivery specific requirements are captured at point of booking
� large order process - to ensure that all customer requirements are covered when booking large orders
� leasing with the SOS Team based in Casablanca Illegal's and rejected orders
� work with credit organization with credit limits settings, releasing orders, following up credit hold's if they appear
� work within the export compliance rules
� maintain the quality and order velocity norm
� work with credit and re invoice request and also partial credit note request towards the credit organization and also in case of customer communication needed towards customers
� pro-actively improve end to end process by root causing quality issues and illegal orders and proposing order fulfillment process improvement

QUALIFICATIONS:

� Attention to detail - Data entry experience welcome
� Ability to work on own initiative, action oriented
� Customer focus and problem solving
� Drive for results
� Time management and organisational skills
� Good knowledge/understanding of the processes and procedures
� Managing and Developing Yourself
� Team orientation
� PC skills - user

Bilingual Call Center Agents - English essential

2010-09-08 00:00:00

Title: Bilingual Call Center Agents - English essential
Salaire: Excellent
Secteur g�ographique: Berlin, Germany
Langues: N�erlandais, Fran�ais, Allemand, Flamand, Turc, Suisse allemand
Post� : 8th Sep 2010

Description:
Sitel is a worldwide supplier in business process outsourcing. Our range of services includes contact-center solutions, customer acquisition, customer loyalty and back office. We have around 66.000 qualified Sitel employees at approx. 155 locations in more than 27 countries taking care of our clients` complex business processes. One of our clients is a leading diabetes care provider.

This leading diabetes care provider is committed to improving the quality of life for people with diabetes. That is why they offer a range of blood glucose monitoring products and Customer Care services to meet these different needs more closely.

Responsibilities:

� To respond to a wide variety of customer contacts by telephone and email
� To listen carefully to customer expressed needs and to show understanding of them
� To remain professional and calm when communicating
� To promote suitable products and services as required by the individual needs of each customer
� To ensure that all customer contacts are handled in an efficient, effective and costumer centric way
� To ensure that all complaints are recognised and recorded in an appropriate way

Qualifications:

� General Certificate of Secondary Education or equivalent
� Good computer literacy
� Experience within a fast moving, customer centric environment
� People orientated and team minded
� Excellent communication skills
� Dutch/ Flemish, Turkish, German, French or Swiss skills (business fluent)
� English skills (fluent)

Customer Service Advisor - Polish Speaking

2010-09-08 00:00:00

Title: Customer Service Advisor - Polish Speaking
Salaire: Depending on Experience
Secteur g�ographique: Central London - London, United Kingdom
Langues: Anglais, Polonais
Post� : 8th Sep 2010

Description:
Lebara Mobile�s vision is to be the leader in providing low-cost, high quality international mobile services. The Lebara Group was founded in 2001. At the end of 2009 Lebara had over 2.5 million active mobile customers and recorded annual revenues of �371m. In 2010, Lebara opened in Germany and France, adding to our global network in Australia, Denmark, Netherlands, Spain, Switzerland and the UK.

At Lebara we are focused on delivering to our customers the highest quality service, and in doing so we are trying to help improve our global cultural community. We have created a challenging, fast moving work environment and we believe we make a positive difference to our customers. We encourage all our teams to strive for this goal.

Job Role

We are recruiting Customer Service Advisors who in addition to English can speak Polish to work in a friendly customer services call centre. At Lebara we are focused on delivering the highest quality service to our customers, and in doing so we are trying to help improve our global cultural community. Our ever expanding team speak to customers from all nationalities and offer a multi lingual service to meet the needs to our varied client base. We have created a challenging, fast moving work environment and we believe we make a positive difference to our customers. We encourage all our teams to strive for this goal.

The Candidate

You will be an experienced customer service expert and represent the Lebara brand to deliver exceptional customer service with clarity, passion and enthusiasm. You will ensure customer queries/issues/complaints are resolved to the satisfaction of all.

* Liaise with customers, including multi-lingual telephone and written correspondence, handling queries and claims whilst taking responsibility for investigations
* Resolve faults including Top-up, SMS, Voice and Billing using our Customer Records software
* Investigate international destination faults to ensure quality is always of a high standard
* Respond to mail sent by customers. Your skills and experience
* Experience of working within a Customer Service Advisor role
* Excellent skills the languages listed above
* Clear and concise communication skills (both written and verbal)
* Patient, confident and articulate customer service skills
* Drive and motivation to achieve
* Demonstrable experience in planning and organising, working in a team effectively

Czech or German Speaking Customer Care Representative

2010-09-08 00:00:00

Title: Czech or German Speaking Customer Care Representative
Salaire: Excellent
Secteur g�ographique: Bratislava - Bratislava, Slovakia
Langues: Anglais, Allemand, Tch�que
Post� : 8th Sep 2010

Description:
The Customer Care Representative is integral to one of Dell's most important strategic initiatives, Customer Experience. The role of the Customer Care Representative is to deliver a positive customer experience, to solve situations when orders do not meet the customers' expectations, and work with internal departments to find solutions to customer issues.

Main Duties and Responsibilities:

� Service the Customer and Fix the Customer's Issue.
� Deliver results against pre-determined target metrics that measure individual, team and business performance.
� Set realistic expectations with the customer and to deliver on those expectations every time.
� Manage open customer cases until final resolution and own the customer issue and understand the customer needs
� Manage daily in-bound customer calls and emails to support pre-sales and post-sales service to customers in line with target service levels expectations set
� Manage escalations per the company process, keeping the customer informed and act on behalf of the customer with other Dell departments to ensure satisfactory closure of all issues
� Be clear on how we want the customer to feel following their contact with Dell - important, reassured, impressed, delighted and looked after
� Ensure the proper handling of unusual or problematic situations
� Enhance the value of the positive customer experience through the knowledge, factual information and advice imparted

Skills required

� Strong verbal and written communication skills
� Demonstrate problem solving, organizational and solid communication skills
� Good call/ email handling skills
� Basic analytical skills
� Experience in Outlook, Excel

Abilities:

� Excellent Customer Focus
� Patience and empathy in conflict situations
� Strong team player - enthusiastic, with the ability to self-motivation in pressurized environment.
� Drive for results and processing accuracy and quality of work
� Strong interpersonal skills, ability to work and manage the variable workload Familiarity with own agent reports - actual to targets

Customer Service Advisor, Spanish Speaking - Full Time

2010-09-08 00:00:00

Title: Customer Service Advisor, Spanish Speaking - Full Time
Salaire: Excellent
Secteur g�ographique: London, United Kingdom
Langues: Espagnol
Post� : 8th Sep 2010

Description:
Language: English (UK)
Company name: Lebara
Region: London
Country: United Kingdom

Organisation data: Countries
Job number: EU LTD00017
Contract Type: Permanent (Payroll)
Schedule type:: Full Time
Work hours: 40.0 Hours per Week

Department: Customer Services
CRB check needed: No
On call: No
Location: London
Overtime eligibility: Yes

About the Job
At Lebara we are focused on delivering the highest quality service to our customers, and in doing so we are trying to help improve our global cultural community. Our ever expanding team speak to customers from all nationalities and offer a multi lingual service to meet the needs to our varied client base. We have created a challenging, fast moving work environment and we believe we make a positive difference to our customers. We encourage all our teams to strive for this goal. We are recruiting Customer Service Advisors who in addition to English can speak Spanish to work in a friendly customer services call centre.

Who we�re looking for
You will be an experienced customer service expert and represent the Lebara brand to deliver exceptional customer service with clarity, passion and enthusiasm. You will ensure customer queries/issues/complaints are resolved to the satisfaction of all. Your role �Liaise with customers, including multi-lingual telephone and written correspondence, handling queries and claims whilst taking responsibility for investigations. �Resolve faults including Top-up, SMS, Voice and Billing using our Customer Records software. �Investigate international destination faults to ensure quality is always of a high standard. �Respond to mail sent by customers. Your skills and experience �Experience of working within a Customer Service Advisor role �Excellent skills the languages listed above. �Clear and concise communication skills (both written and verbal). �Patient, confident and articulate customer service skills �Drive and motivation to achieve. �Demonstrable experience in planning and organising, working in a team effectively

Customer Service Representative with French or Italian

2010-09-08 00:00:00

Title: Customer Service Representative with French or Italian
Salaire: Not Disclosed
Secteur g�ographique: Limerick - Ireland
Langues: Anglais, Fran�ais, Italien
Post� : 8th Sep 2010

Description:
Cook Medical�, is a dynamic and innovative US multinational medical device company, a world-leader in the field of minimally invasive medical devices, offers exciting opportunities to join their team. We are currently recruiting for an Customer Service Representative with fluent Italian to join our team.

The main focus of this role is to provide a professional, friendly and efficient service to customers throughout Europe. Input customer orders to the Cook European order-entry system and provide timely and accurate responses to customer queries.

The ideal candidate will have:

- Leaving Certificate or equivalent and relevant certificate/diploma.
- Fluency in Italian or French and English
- Excellent telephone manner and interpersonal skills.
- Excellent data entry skills
- Computer literacy: Good working knowledge of Microsoft� Office.
- Positive attitude and proven problem-solving skills.
- Availability and willingness to travel on company business. Representatives may be required to spend time overseas for training purposes.

Please note you may be asked to complete an on line interview for this position.

Bilinguale Kundenbetreuer

2010-09-08 00:00:00

Title: Bilinguale Kundenbetreuer
Salaire: Excellent
Secteur g�ographique: Berlin, Germany
Langues: Danois, N�erlandais, Finnois, Fran�ais, Allemand, Italien, Norv�gien, Su�dois, Suisse allemand
Post� : 8th Sep 2010

Description:
Die Sitel GmbH ist ein weltweit f�hrendes Unternehmen im Bereich Customer Relationship Management. Sitel erreicht mit rund 155 Niederlassungen 27 L�nder der Welt und besch�ftigt dabei rund 60.000 Mitarbeiter. Sitel unterst�tzt ausschlie�lich renommierte Gro�kunden.
Einer dieser Kunden ist eines der f�hrenden Unternehmen auf dem Gebiet der Gesundheitsf�rsorge. Seit mehr als 100 Jahren orientiert sich unser Kunde an den Bed�rfnissen der Menschen und �bernimmt Verantwortung f�r deren Wohlbefinden.

Aufgabenbeschreibung:

� Beantwortung von Kundenanfragen per E-Mail und Telefon
� Professionelle und behutsame Kommunikation mit dem Kunden
� Individuelle Produkt- und Serviceangebote
� Kundenorientierte und effiziente Beratung
� Beschwerdeaufnahme und -bearbeitung

Anforderungsprofil:

� Realschulabschluss oder mittlere Reife
� Sicherer Umgang mit modernen IT-Systemen
� Begeisterung f�r die Arbeit in einem von Dynamik und Kundenorientierung gepr�gten Unternehmen
� Hohe Kunden- und Serviceorientierung
� Sehr gute Team- und Kommunikationsf�higkeiten
� Deutsch (verhandlungssicher)
� Franz�sisch, Niederl�ndisch, Fl�misch, Schwedisch, Norwegisch, D�nisch, Finnisch, Schweizerdeutsch oder Italienisch (verhandlungssicher)
� Englisch (Grundkenntnisse)

Bilingual Team Managers

2010-09-08 00:00:00

Title: Bilingual Team Managers
Salaire: �20 000 - �22 000 + 10% quarterly bonus
Secteur g�ographique: Surrey - South East, United Kingdom
Langues: N�erlandais, Finnois
Post� : 8th Sep 2010

Description:
Sitel provides fully integrated customer care and back office processing services that focus on delivering a return on customer investment to our clients by reducing service costs, improving customer retention and increasing revenue per customer. At the Kingston upon Thames site, we manage a range of corporate, blue-chip campaigns such as Microsoft, Sony, Philips and Digital River to name a few.

We are currently recruiting for a number of Team Managers for a brand new campaign due to start at the Kingston site. This campaign is a global mobile phone telecommunications company with a highly regarded reputation within the industry globally.

The Team Manager is responsible for the daily follow-up, coaching, motivation, and development of a team of agents. The objective is to realize maximum productivity and quality and to achieve the pre-defined KPIs (Key Performance Indicators) and PIs (Performance Indicators).
He/she coaches and informs the agents to keep the customer experience at the highest standard.

� Manages, develops, motivates and coaches on a daily basis a team of agents with an eye on the achievement of maximum productivity, quality and efficiency and the realization of pre-defined internal and/or client KPIs and PIs on group and individual level.
� To coach, develop and motivate agents by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development
� Controls the KPIs and PIs on a regular basis and � if necessary � takes action designed to achieve the set targets.
� Reports on a regular basis on individual and collective AGENT results with reference to the pre-set objectives
� Respects process of continuous review and proactive management of absenteeism and attrition for all agents in his/her team
� Recognizes indicators of employee dissatisfaction and escalates if necessary.
� Ensure actions from the employee satisfaction survey are implemented and continuously reviewed.
� Facilitates a culture of open and honest 2-way communication ensuring employee satisfaction is at an optimal level.
� Is responsible for the corrections of the agents data in the time registration tool.
� Is responsible for the intra-day management of the daily agent allocation schedule.
� Whenever required, participates in the selection and recruitment of agents and coaches.

Education and/or experience on the entry level:

� Higher secondary education or its equivalent through experience
� Experience as an agent is an asset and Team Management would be highly desirable.

Language knowledge:

� Verbal knowledge of one of the following national languages (French or Dutch)

Other knowledge and know-how:

� Basic knowledge of Windows and Office applications
� General project-oriented product and application knowledge
� Creativity
� Understand the importance of KPIs, and be able to direct the team to reach them
� Sense of responsibility
� Verbal and written communication skills to permit effective communication with colleagues on all levels within the organization and clients.
� People Management and team development skills
� Flexibility
� Skills to combine a number of divergent tasks (multi-tasking)
� Analytic skills (reporting)
� Pro-activity

Please note: We are unable to get back to unsuccessful candidates due to the high level of applications. If you have not heard from us within 7 days, please assume that your application has been unsuccessful on this occasion.

Norwegian Speaking Customer Service professional

2010-09-08 00:00:00

Title: Norwegian Speaking Customer Service professional
Salaire: Excellent
Secteur g�ographique: K�benhavns Kommune - Hovedstaden, Denmark
Langues: Anglais, Norv�gien
Post� : 8th Sep 2010

Description:
SITEL are now looking for a Norwegian speaking Customer Service professional for our Customer Support Centre in Copenhagen.

Your qualifications:

You are service minded and might have call centre experience. You are a dynamic person with a high stress level. It is important that you are structured, calm and have a good overview, even in stressful situations.

You see challenges instead of problems and you are an excellent communicator. You have a strong interest in mobile phone technologies/services and a flair for IT software. You speak Norwegian and English fluently, both written and oral. If you speak another Scandinavian language at the same time it will be an advantage.

Primary tasks:
� You are the first point of contact for mobile phone customers in all the questions related to mobile phone products and services
� Support customer via e-mail, telephone, internet and fax
� Analyse cases and provide advice and solutions for problems
� Troubleshooting and problem solving of technical problems related to handset models and accessories.

We can offer you:

A great opportunity to work in an international surrounding and a full-time position from Monday to Friday (37 hours a week). You will receive training in communication and the mobile phone products. You will be surrounded by qualified colleagues in dynamic working environment.

German speaking Customer Services Professional

2010-09-08 00:00:00

Title: German speaking Customer Services Professional
Salaire: �9.00 per hour
Secteur g�ographique: Surrey - South East, United Kingdom
Langues: Anglais, Allemand
Post� : 8th Sep 2010

Description:
Are you passionate about entertainment? LOVEFiLM UK Customer Services is operated by Sitel at our Kingston office and we are looking for a number of loyal and committed permanent Customer Service Professionals to work on behalf of LOVEFiLM taking calls in German and English.

Successful candidates will be required to deliver a high standard of customer service; answering/handling inbound calls and replying to emails relating to all aspects of LOVEFiLM�s entertainment services including film rentals, data streaming and TV services, customer account queries, support in navigating the website, as well as assisting the customer to obtain the very best level of entertainment and service possible.

Full training is provided. Previous experience within a customer service/ contact centre environment is essential combined with a keen interest in entertainment. You must speak fluent German and English in order to be considered for this post.

Main duties and responsibilities:

� Take ownership of customer enquiries with the aim to provide a resolution at the first point of contact.
� Enhance the customer experience through product knowledge and a genuine interest in entertainment.
� Take accountability for maintaining and developing product knowledge using resources available.
� Provide customer feedback and ideas for improvement to the management team and LOVEFiLM on a regular basis.
� Work towards and achieve individual and departmental targets.

General Knowledge and skills:

� At least 12 months customer service/contact centre experience.
� Reliable and committed.
� Ability to build rapport with customers and provide a resolution in an efficient and effective manner.
� Knowledge of PC based packages and keyboard skills (ability to use MS Office)
� Clear and concise verbal and written business English skills (English GCSE Grade C or above).
� Strong verbal and written communication including effective questioning and active listening skills.
� Problem solving skills and patience to effectively handle difficult calls.
� Ability to promote products and services to LOVEFiLM customers.
� Polite, friendly and efficient.
� Ability to work individually and as part team.
� Ability to obtain and capture data into systems accurately.
� Target and quality driven.
� Career orientated.
Hours of work: 37.5 hours per week. You need to be available to work between the hours 8am to 8pm (Mon-Fri) � 9am to 4pm (Sat-Sun)
In addition to a competitive salary, Sitel offers excellent training and genuine career opportunities.
Please note: We are unable to get back to unsuccessful candidates due to the high level of applications. If you have not heard from us within 7 days, please assume that your application has been unsuccessful on this occasion.

German Speaking Technical Support Specialist

2010-09-08 00:00:00

Title: German Speaking Technical Support Specialist
Salaire: Excellent
Secteur g�ographique: Bratislava - Bratislava, Slovakia
Langues: Anglais, Allemand
Post� : 8th Sep 2010

Description:
Overall purpose of the job:

- Be part of Dell premium gaming product line
- Service and support German and English speaking customers with the goal to achieve best customer experience

Tasks:

- Handling customer enquiries aimed at extreme gaming
- Troubleshooting and fixing of technical problems
- Active guidance and online maintenance for the customers on the phone
- Helpful and polite dealing with customers
- Communication and customer handling skills at high level
Pon�kan� plat (brutto) dohodou In� v�hody
- dynamicke medzinarodne prostredie
- velmi dobra pracovna atmosfera
- atraktivne ohodnotenie a bonusy
Druh pracovn�ho pomeru pln� �v�zok Po�iadavky na zamestnanca Po�adovan� vzdelanie stredo�kolsk�s maturitou Znalosti

Jazykov� znalosti:

Nemeck� jazyk - akt�vne a Anglick� jazyk - akt�vne Poz�cia je vhodn� pre absolventa �no Osobnostn� predpoklady, ďal�ie po�iadavky

- Fluent in German and English excellent skills in writing and reading
- Knowledge and understanding of PC hardware components
- Knowledge of standard Microsoft Windows Applications and Operating systems
- Experience in dealing with customers is an advantage
- Knowledge of high performance gaming hardware is an advantage
- Excellent communication and analytical skills
- Strong in decision making
- Ability to work under pressure

Dell is the world's leading computer systems company. We design, build and customize products and services to satisfy a range of customer requirements - from the home computing needs of the individual consumer to the server, storage and service demands of the largest global corporations.

Telephonic fieldwork agent Macedonian, Albanian, Croatian,Serbian or Slovenian

2010-09-08 00:00:00

Title: Telephonic fieldwork agent Macedonian, Albanian, Croatian,Serbian or Slovenian
Salaire: 8-9
Secteur g�ographique: Zuid-Holland - The Netherlands
Langues: Croate, Tch�que, Serbe, Slov�ne, Albanais, Mac�donien
Post� : 8th Sep 2010

Description:
Fluent Albanian, Croatian,Serbian, Slovenian and Macedonian speakers we have a job for you!

We are also looking for other Eastern European languages often.

Telephonic interviewer/fieldwork researcher

Established in 1998 as a small CATI center servicing Dutch clients, GDCC has evolved into an independent data collection company providing international telephonic fieldwork services to leading market research agencies. With a capacity of 160 seats, GDCC is capable of handling any size of project. GDCC prides itself on being able to offer the full range of data collection services. From our state of the art facility in The Netherlands, GDCC operates 7 days per week, conducting both CATI & Mixed Mode data collection globally. GDCC provides these services to Full Service Market Research agencies ONLY and guarantees a level of quality, knowledge and technology that is second to none.

Job Role:

As an International Agent you will be calling businesses and consumers in countries throughout the world gathering market research data for major international companies. This involves:
--approach respondents (via telephone)
--conduct telephonic interviews
--data entry

What we are looking for:

-- Have a MBO/HBO/University education or Relevant Work Experience
-- Have very good communication skills
-- Want flexible working hours
-- Are outgoing and enthusiastic
-- Intermediate English language skills for internal communication
-- Have basic computer skills
-- Available for and want flexible working hours
-- Would like to work in an established international market research call center
-- Live in the Rotterdam Area (not over 35km from Rotterdam - exceptional cases may be considered)
-- Have a valid work permit for the Netherlands.

What we can offer you:

-- An international atmosphere;
-- Colleagues from around the globe speaking approximately 18 different languages;
-- An opportunity to meet people from different countries and cultures;
-- A dynamic, fast paced, challenging and fun environment;
-- A competitive pay rate
-- The opportunity to work in the heart of Rotterdam close to Central Station (1 minute)
-- On the job training

If you feel that you are the right person and that this is the right job for you, please email your CV with a letter of motivation in English.

German speaking Customer Services Agent

2010-09-08 00:00:00

Title: German speaking Customer Services Agent
Salaire: Excellent
Secteur g�ographique: Surrey - South East, United Kingdom
Langues: Allemand
Post� : 8th Sep 2010

Description:
Title

German speaking Customer Services Agent

Department:

Customer Services

Salary

�18,000 - �20,000 per annum

Company description:

Powwownow was founded in 2004, offering customers low-cost conference calling facilities with the ethos of no booking, no billing, no fuss. (The customer does not need to book a conference room and never receives a bill from Powwownow. They only pay the cost of their own call added to their standard telecoms bill).

Powwownow is Europe's fastest growing free conference call provider and operates in 15 countries including the UK, US and major European markets.

Overall Responsibility:

To act as the link between the customer and the organisation by ensuring that customers are satisfied and delighted and so maintain profitable customer relationships.

To provide and process information in response to inquiries, concerns and requests about products and services and deal with the administration of customers and customers accounts.
Also look after various aspects of the office environment.

Key areas of responsibility:

* Ensure that customers� queries are handled in a friendly and respectful manner and deal quickly and efficiently with customer enquiries or complaints by phone or email. Provide registered or unregistered customer with instant information or demonstrations of the services offered.

* Identify new leads and account management opportunities.

* Gather all information needed to investigate customers� complaints and document tickets for investigation.

* Facilitate the smooth running of the office by carrying out administrative and organisational duties.

Job Qualifications:

- German: excellent knowledge - English is a must
- Minimum 1 year experience in a contact centre (inbound calls without scripts) - Previous experience of conference calls preferred but not essential
- A perfect level of written skills (mother language)
- Problem solver with commercial feeling
- Excellent communication skills
- Immune for stress
- Good knowledge of MS Office

Customer Service Advisor, French + German speaking

2010-09-08 00:00:00

Title: Customer Service Advisor, French + German speaking
Salaire: Excellent
Secteur g�ographique: London, United Kingdom
Langues: Fran�ais, Allemand
Post� : 8th Sep 2010

Description:
Language: English (UK)
Company name: Lebara
Region: London
Country: United Kingdom

Organisation data: Customer Services
Job number: EU LTD00038
Contract Type: Permanent (Payroll)
Work hours: Hours per Week

On call: No
Overtime eligibility: No
CRB check needed: No
Location: London
Department: Customer Services

About the Job
At Lebara we are focused on delivering the highest quality service to our customers, and in doing so we are trying to help improve our global cultural community. Our ever expanding team speak to customers from all nationalities and offer a multi lingual service to meet the needs to our varied client base. We have created a challenging, fast moving work environment and we believe we make a positive difference to our customers. We encourage all our teams to strive for this goal. We are recruiting Customer Service Advisors who in addition to English can speak both German & French, to work either Part Time and Full Time, in a friendly customer services call centre.

Who we�re looking for
You will be an experienced customer service expert and represent the Lebara brand to deliver exceptional customer service with clarity, passion and enthusiasm. You will ensure customer queries/issues/complaints are resolved to the satisfaction of all. Your role � Liaise with customers, including multi-lingual telephone and written correspondence, handling queries and claims whilst taking responsibility for investigations. � Resolve faults including Top-up, SMS, Voice and Billing using our Customer Records software. � Investigate international destination faults to ensure quality is always of a high standard. � Respond to mail sent by customers. Your skills and experience � Experience of working within a Customer Service Advisor role � Excellent skills the languages listed above. � Clear and concise communication skills (both written and verbal). � Patient, confident and articulate customer service skills � Drive and motivation to achieve. � Demonstrable experience in planning and organising, working in a team effectively