Customer Service Representative (German Language Voice Specialist)

Job Description

German Language Certification with C1 or C2 Verbal & writtenThe primary objective would be to deliver very high standard of customer service by reviewing and analyzing requests received from merchants and customers globally for prepaid products and make informed decision to pay or decline the request post determining if all the compliance requirements are met.Travelers Cheques & Prepaid Servicing (TCPS) operations team ensures extraordinary customer service for our customers and merchants in a 24*7, multi-lingual environment. We manage servicing and operations for prepaid products giving support on all queries from a phone servicing and back-end operations perspective.Responsibilities:Managing inbound customer and seller calls and faxes for all prepaid products like Gift Card and Traveler cheques.Handle Claims for lost/Stolen and Unable to Cash Traveller Cheques.Handle Escheatment calls and faxes.Process Refund Requests, Overspend and Excessive balance casesCandidate should be able to multi-task and prioritize work to ensure balance is met between regulation, policy, and customer service experience.Respond to customer escalation and conduct a root cause analysis of the escalationLeverage expertise in analyzing risk related data, identifying fraud connectionsManage change effectively to meet / exceed performance targetsMinimum qualification:Graduate with 2 – 7 years of Prior ExperienceProficiency in German languageWork in a 24*7 work environment in a customer facing calling profileAbility to work under pressure in a deadline-driven environment and maintain strong attention to detail.Good oral and written communication skills in EnglishGood listening and decision-making skills.An ability to handle escalated issues politely and courteously to achieve a balance between promise fulfilment and risk