Service Analyst, German Speaking

Responsibilities

• Provide professional support to NQC Ltd. external users.
• Take ownership of designated targets set by the team leader.
• Partake in the validations process to ensure quality service for the platform user, ensuring that any changes or rectifications are actioned in a timely manner.
• Ensure that all inbound enquiries through web chats and phone calls from platform users are handled professionally and in a timely manner.
• Work collaboratively with cross-functional teams to support clients and suppliers with queries that have been dealt within the Service Delivery department.
• Follow NQC processes when validating a user questionnaire, ensuring a high level of accuracy and efficiency.
• Manage your schedule with the wider team to avoid interruption of user support.
• Follow established workflows and processes for handling user inquiries.
• Provide professional validation support to all NQC Ltd users ensuring that all validations on the platform are handled professionally and within a timely manner, meeting SLAs.
• Maintain an appropriate working knowledge of the NQC web-based platform in order to offer the highest level of customer satisfaction.

Requirements

• Fluency in German, both written and verbal.
• Ability to deal with a workload which may include conflicting demands on time.
• Knowledge of and experience in a support centre or customer contact centre.
• IT literacy, competent in the use of MS Office/G Suite applications, and a willingness to learn bespoke NQC systems.
• Effective interpersonal skills, with the ability to develop good working relationships with people at all levels.
• Effective time management and organisation.
• Experience of providing audit or compliance services to customers is highly desirable.
• Key Competencies
• Is consistently motivated, committed and able to perform duties in all situations.
• Communicates and receives ideas, views and information to achieve understanding.
• Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour.
• Plans and prioritises activities and resources to maximise performance and minimise errors.
• Thinks creatively and embraces opportunities for change.
• Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues.

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