German Helpdesk Analyst
Purpose of the Role The purpose of this job is to provide Helpdesk support for our customer's employees. The main responsibility of the Helpdesk Support Agent is to respond to and resolve customer queries and requests, utilising a suite of support options (email and phone) in line with agreed service levels, thus ensuring the ultimate customer experience. In addition, the Support Agent will support a team of Travel &Expenses Analysts in managing T&E reports. The Customer Support Agent will be responsible for providing an exceptional, professional service to our clients and their employees. To be successful in this role, you must utilise your own initiative to provide a professional service to customers by ensuring that all problems are pursued from initial contact to final resolution, in accordance with guidelines and procedures. Day-to-day responsibilities (phone calls, email, daily/weekly reports etc.) must be scheduled in order to achieve agreed targets on an ongoing basis. Technical expertise must be developed, utilising all relevant tools (Knowledgebase product, further education, in-house training courses) and external sources eg internet sources, industry publications. The quality standards established by the company for the confidential data capture of the client's travel and expenses data must at all times be maintained in order to protect and satisfy the client's interests Meridian's Business Process Outsourcing Division provides the outsourcing of the Travel and Entertainment Expense Management Process for a European company. The company has approx 50,000 employees across Europe and they submit over 120,000 Expense Claims each year. Employees of our clients will contact the Helpdesk with queries including; · Expense Claims submitted and their status · Payment of Claims · Travel and Entertainment Policy · Questions on how to use T&E applications · IT issues to be escalated Responsibilities of the Role: · Answer incoming Helpdesk calls and/or monitor email log and provide resolution to the customer's query, problem or complaint through to completion. · Log calls accurately and document incident information within the Call Tracking System ensuring there is a sufficient audit trail for all customer communications · Re-key IT help requests into the Helpdesk system and act as a client advocate for escalated system and technical issues. · Ensure all scheduled calls are followed up efficiently and within specified response time. · Escalate customer complaints to Team Leader · Adhere to knowledge management workflows, escalation and notification standards. · Generate weekly/monthly/ad hoc helpdesk reports · Work in a team environment supporting team objective to provide first class support to business users across multiple European locations. · Assist clients in an efficient, courteous and pleasant manner with all queries The successful applicant will be expected to meet: · Daily, weekly and monthly SLA service levels and team targets · Individual performance objectives Person Specification · Leaving Certificate or equivalent · Excellent PC skills · Previous call centre experience desirable · Office experience desirable · Fluent German and English speaker · Level required for both languages - fluent/native language · Customer Focused - ability to interact with client's employees and ensure issues are resolved to the client's satisfaction · Results focused - highly driven and motivated, works well to deadlines. · Problem solving - ability to make decisions and to work on own initiative without supervision. · Ability to multi-task - able to handle competing tasks and projects. · Excellent team worker. · Excellent communication (both written & oral), organisational and interpersonal skills · Excellent attention to detail. End to end process approach. PS This job description may be subject to change. Additional tasks and duties may be added to reflect business and team developmental changes in order to meet customer service levels.