Role Overview
The Contact Center Operator is responsible for delivering exceptional customer service by managing inbound calls from business-to-business clients covering all of our PCOEU products. This includes processing repair orders, addressing inquiries and questions, resolving complaints, troubleshooting issues, and providing accurate information. The role emphasises maintaining the highest standards of service quality, ensuring that the Contact Center consistently delivers professional, efficient, and timely support to meet or exceed customer expectations.
There is a requirement for the role holder to be fluent in German speaking and writing. This is because a significant part of the role is interaction with our German customers.
How you will become part of the bigger picture...
As part of our team, you will:
1. Handle customer enquiries and complaints within a timely and professional manner
2. Provide information and troubleshooting problems
3. Arrange collections with various courier systems
4. Provide guidance to Panasonic customers and escalate more complex enquiries to the next level of support
5. Adhere to given process related or quality guidelines and ensures adherence to given guidelines and processes for the work procedures assigned
6. Use, update and maintain applicable case management systems
7. Establish and maintain regular points of contact with country or area Sales Managers.
8. Discuss open topics such as general feedback with regards to Service. Obtain feedback and report from market
9. Continuously grow and focus on personal development using the Panasonic Leadership Principles
What you will bring to the picture...
10. Secondary school education with relevant qualifications
11. Vocational training plus minimum 2 years of working experience is desirable
12. Strong command of the English language
13. German language – fluent in speaking and writing is essential
14. Understanding how decisions affect customers and how their own behaviour impacts on the customer experience
15. Ability to multitask in a fast-paced environment
16. Excellent communication and problem-solving skills
17. Customer-focused with a professional and friendly approach
18. Strong attention to detail and ability to follow procedures
19. Open to travel for business purposes
What does our big picture look like?
Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding over a century ago, we’ve been committed to improving peoples’ lives and making the world a better place, one customer, one business, one innovative leap at a time.
We believe in strong collaboration and team spirit to develop Panasonic’s competitive edge even further. Panasonic is an energetic, creative and proactive organisation consistently aiming to exceed its customers’ expectations. In an ever-changing world, we continue our efforts to align with our Seven Principles to make life simpler, safer, healthier, more enjoyable, and more sustainable.
Our mission is to create the Panasonic business of "tomorrow." By integrating business, technology, and creativity, we will realise ideal lifestyles and societies solving social issues globally.