About your area of responsibility:

Greet customers in a polite, friendly and professional manner using agreed procedures
As a first level agent, you answer incoming calls and handle every customer problem in a solution-oriented manner
You not only handle customer cases reactively but are also prepared to offer the product range proactively and thus expand the "customer journey"
Sales talks in the sense of the cross- and up-selling approach are part of your daily routine
You ensure that the services provided to our customers meet the contractually agreed key performance indicators ("KPIs")
You listen carefully to all customers' concerns and needs, show empathy and take the opportunity to build a relationship with the customer
Maintain basic knowledge of the products and/or services
Complete and accurate work, including appropriate endorsements on accounts as required
Participation in activities to improve customer satisfaction and company performance
Track, document and retrieve information in the call tracking database
Responding to customer inquiries by referring to published materials, secondary sources or more experienced staff

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