Customer Support Specialist - German

You are a German Speaking Specialist with 13 years of experience in voice-based customer support, and you have the opportunity to join our dynamic Contact Centre team. Your role will involve providing comprehensive customer support through voice, email, and chat channels, showcasing your proficiency in both German (minimum B2 level) and English. Handling customer queries, cancellations, disputes, and resolution follow-ups efficiently will be a key responsibility. As part of your duties, you will be conducting quality audits of agent interactions to ensure compliance with QA standards, supporting new process rollouts by creating training materials and FAQs, and monitoring and improving NPS, CSAT, and AHT metrics. Collaboration with internal teams to address detractor and low-rated cases, maintaining training documents, and assisting in preparing monthly performance summaries are also essential aspects of the role. Participation in regular calibration sessions with internal QA teams will be expected. To excel in this role, you should hold a Graduate degree in any discipline, have proficiency in German (at least B2 level) and strong English communication skills. A solid understanding of customer experience metrics like NPS, CSAT, and AHT is necessary. Experience in preparing training materials and quality guidelines, along with an analytical mindset to derive insights from customer feedback and performance data, will be beneficial. Strong interpersonal skills, multitasking abilities, and effective prioritization are important qualities for this position. Moreover, you should be willing to work in shifts from 12 PM to 9 PM at our Mumbai office.,