Service Assistant (German Speaking)

Job Description

Principle duties: Candidates must have experience managing and optimizing live chat or call center operations, ideally within the telecommunications industry, with a demonstrated ability to improve customer service delivery and operational efficiency through these channels

Responsibilities:

1. Project management

• Support Service Manager in new project implementation
• In charge of project daily operation, including: monitoring, importing, exporting and making required reports. Make sure the outputs are delivered as required in the SLAs
• Analyze projects errors on daily basis in order to have quick actions to improve project quality
• Gain sufficient project requirements and transfer the knowledge to related people through training
• Support/update project specification/business rules to relevant staffs/operators

2. Others

• Support Service Manager on daily tasks
• Backup for Service Manager or other Service Assistants when needed
• Make sure other tasks assigned by higher management are completed in good quality and delivered as committed
• Escalate to higher management for anything that is beyond authority or poses risks to the projects

Job Requirement

*** Education:

• College degree
• Good at German.

*** Technical skills and experience:

• At least 1 year of working experience as related position
• Understanding of company business
• Knowledge of IT is a plus
• MS Office (Word, Excel, PowerPoint)

*** Soft-skills:

• Customer service industry experience: tourism, hotel reception staff, call center/helpdesk, restaurant service, other direct customer service experience, heavy emphasis on tourists/foreigners
• Customer centric mindset
• Negotiation skill
• Problem solving
• Communication and interpersonal skills.
• Planning and analytical skill
• Team working skill

*** Attribute:

• Strong multi-tasking abilities
• Good team player
• Hardworking
• Innovation and creativity

Notes: “By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND-CP on personal data protection.”