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German - E-Customer Care in Gourock, Scotland at Concentrix

Date Posted: 2/21/2018

Job Snapshot

Job Description


The eCustomer Care team are responsible for supporting software customers in terms of general enquiries and online sales through the Passport Advantage and Software Catalogue sites.  The team respond to customer calls, e-mails and call-me-back requests.  In terms of country coverage, 49 countries across EMEA are supported by the eCustomer Care team, however only 12 are supported in native language, all others are supported in English only.


•        Assist customers purchasing IBM middleware software through IBM.COM websites
•        Troubleshoot customer problems with ID’s and passwords to the Passport Advantage Online programme.
•        Engage level 2 support quickly and accurately when customer issue cannot be completely resolved at level 1.
•        Individuals must have moderate knowledge of Passport Advantage processes and to keep up with changes in a fast paced environment.
•        Ability to prioritise own workload and work on initiative.
•        Excels in delivering Customer Satisfaction.  Takes ownership of customer issues through to complete closure.
•        Encourages sharing of knowledge and best practices.
•        Builds relationships across work groups and organisations.
•        Demonstrates Root Cause Analysis and counter measures.
•        Effectively uses Quality Process and all available tools.
•        Consistent in ensuring work is completed accurately.
•        Keeps resources focussed on responding to Customer needs.


•        Manage customer and IBMer enquiries through a suite of online tools, Lotus Notes databases, SAP amongst others.
•        Record customer activity in classification tool fully and accurately.
•        Report daily productivity through via e-Ticketing toll
•        Test DSW online applications throughout upgrade phase periods
•        SQO-Software Quote & Order support


Deliverables as defined by the PBC/Appraisal objectives.


Reports to Team Manager

Person Specification

Skills, Attributes, Experience and Qualifications
•         Computer Literacy.
•         Two-year customer service experience preferably within a Contact Centre or Retail environment.
•         Experience of working within a team.
•         Excellent written and verbal communication skills in both English and German language.
•         Proven record of success.
•         A flexible approach will be needed, as suits the changing needs of the business.
Personal Qualities
•        Ability to question processes and suggest improvements where applicable.
•        Acts with a sense of urgency to ensure deadlines are met.
•        CSR’s should have excellent written and verbal communication skills. Team members are expected to communicate in German and English language with customers.
•        Clearly understands when to use teams and when to use individual contribution.
•        Continually strives for process simplification.
•        Uses effective time management principals to yield maximum productivity daily.
•        Encourages and serves as a role model for personal and professional growth.
•        Takes ownership of personal development.
•        Team player who adds value to the working environment and actively contributes at team meetings.
•        Values innovation and is creative and uses appropriate systems i.e. ideas database, In0v8 programme


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