Our client is an Independent arm of a global franchised business, and they are looking for a German and English fluent speaker to support and help on all franchise owners purchasing, distribution and supply chain issues.
Your common-sense approach coupled with a natural ability to resolve any issues successfully and with the best intentions are a must.
You will provide excellent customer service to support Franchisees, internal teams, and customers. This role would suit someone who has previous experience within a customer service focused role that has a willingness to take ownership for individual work activity and support the wider team. The successful candidate will need to be a natural organiser with strong written and verbal communication skills.
You will be accountable for:
• Providing technical support to European and UK businesses, Field Consultants, retail staff via phone or email as first point of contact, escalating complex technical/digital issues to senior team members as in when required.
• Escalating hardware related issues to vendors and Point Of Sale software issues
• Maintaining accurate and complete record of all cases/incidents reported in our call logging system
• Keeping up to date with information on new promotions, technology changes, ongoing major
incidents, and software updates.
• Escalating trending issues reported to the technical support desk during calls to senior team members and Senior technical lead.
Key skills and knowledge:
• Ideally experience within the Retail sector, supporting or working with technologies such as POS Software/Hardware Support
• IT related experience or background at 1st Line Level
• Excellent written and spoken English and German
• Previous experience of providing telephone, remote and e-mail support
• Technical experience to include MS Windows 7/10, printer setup, installation and configuration
• Experience of working as part of an IT Support Team
• Engaging communication skills
• Ability to make decisions and act on own initiative to resolve issues
• Ability to communicate clearly in a non-technical manner