TREND MICRO™ Incorporated is a global leader in antivirus and content security software and services. Its innovative, centrally managed solutions protect networks at all levels, from the network layer through to the desktop, helping businesses of all sizes manage today’s Internet security threats. With its Trend Micro PC-cillin™ Internet Security solution Trend Micro also protects home users against all types of Internet threats.
Customer Service Representative - German Market
Job Description:
Ensure quick turnaround of order and query validation process for our data management team. (As per agreed service level).
Liaise with the data management team on a regular basis, ensuring all unclean orders are resolved in a timely manner and are returned to data management team for completion.
Liaising directly with the Sales, customers and other internal departments to resolve any outstanding issues and escalations
Daily tracking of queries received & analysing these on a monthly basis to identify area’s of improvements/training needs for your market.
Keeping track of and analysing queries/Credit notes and license amendments on a monthly basis
Working together with the Sales team to roll-out training plans for your customers
Adherence at all times to Sarbanes Oxley documented procedures and compliance with audit requirements.
Responsible for continuous improvements to existing processes and procedures: identify re-occurring issues/queries with aim to resolve permanently through training, communication, system development work and solution solving skills.
May involve other administrative tasks as required and also project work involvement.
Requirements:
Minimum of 2 years previous customer service experience
Having working in a Customer focused multi national environment would be beneficial
Track record of meeting & exceeding targets on daily, weekly and monthly basis
Previous experience of understanding and working against KPI's
Fluent English and German
Degree in any business related discipline
Education to Leaving Certificate level (or similar).
Highly Motivated and enthusiastic
Excellent communication skills
Reliable
An ability to multi-task and prioritise.
Excellent objection handling skills
PC literate
Being able to demonstrate clear problem solving skills
Excellent knowledge of Microsoft Excel
Business or other relevant 3rd level qualification desirable
Location:
Cork, Ireland
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