Mercier Consultancy MD is seeking a dedicated German Speaking Customer Support - Emergency Roadside Assistance Officer to join our team. In this critical role, you will be the first line of support for German-speaking customers who require immediate assistance on the road, ensuring they receive timely and effective help during emergencies.
Key Responsibilities
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Provide exceptional customer support to German-speaking clients in urgent situations via phone, email, and chat.
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Assess the nature of road emergencies and coordinate timely assistance, including roadside repairs, towing, and other necessary services.
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Communicate clearly and empathetically with clients to understand their needs and provide reassurance during stressful situations.
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Maintain accurate records of emergency incidents, actions taken, and customer interactions in the CRM system.
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Collaborate with service providers and internal teams to ensure efficient and effective resolution of each case.
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Stay updated on emergency assistance protocols and continuously improve service processes based on customer feedback.
Requirements
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Fluency in German (both written and spoken) is essential; proficiency in English is a plus.
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Previous experience in customer service or emergency assistance roles is highly desirable.
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Strong communication skills, with the ability to remain calm and professional under pressure.
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Excellent problem-solving skills and a proactive approach to handling emergencies.
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Ability to work independently and as part of a team in a fast-paced environment.
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Familiarity with CRM systems and customer support software is a plus.
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A strong dedication to delivering excellent customer service and support.
Benefits