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Customer Service Representative (CSR) (m/f)

AGORA Touristische Systeme GmbH

Berlin

Customer Care

Frühestmöglicher Eintrittstermin: April 2018

Anstellungsverhältnis: Vollzeit

Berufserfahrung: Berufseinsteiger


About us

agora touristische Systeme GmbH, established in 2013, is a fast growing, successful tourism start-up in Berlin. We provide touristic packages for destinations around Europe, with a distribution focus on Scandinavian and West European markets. Our sales are increasing every year and we continue to grow especially in the touristic B2B field. We are a team of young, enthusiastic people who enjoy flat hierarchy within the company. We are searching for talents – we are searching for you!

Main purpose and scope of your job

  • As a CSR you will work with the Operations Managers and report to the Operations Director
  • You will be the first point of contact with clients, hence a vibrant personality is required for this position. Our CSR shall have an ability to solve problems, handle general enquiries and complaints and will be responsible for correct data entry at all times.
  • We expect you to raise our customers’ satisfaction levels, general loyalty by implementing appropriate measures and service tools as well as applying your excellent professional skills in customer service
  • This is a full position. Our CSR typically works 40 hours/week.

Duties and key responsibilities

  • Customer’ contact is either by e-mail or by telephone – promptly respond to all customers’ inquiries
  • Provide accurate, valid and complete information by using the right methods & tools
  • Keep records of customer interactions, process customer accounts and file documents
  • Handle customer complaints, provide appropriate solutions and alternatives within specified time limits; follow up to ensure resolution. Follow communication procedures, guidelines and company policies
  • Suggestions of target group-oriented travel packages with “insider tip” for specific destinations
  • Identify and assess customers’ needs to achieve satisfaction
  • Cancel or upgrade accounts
  • Manage general administration
  • Communicate and coordinate with internal departments
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs – general sales leads
  • Provide new ideas for business development and optimization of customer service

General job requirements

  • Excellent verbal and written communication skills
  • Positive personality and high customer service orientation
  • Proven customer support experience or experience as a CRS
  • Familiarity with CRM systems and practices
  • Ability to multi-task, prioritize, and manage time effectively, ability to optimize processes while interacting in a team
  • Proficiency in Microsoft Office and Google products
  • Excellent language skills - mandatory: English as our company language + Dutch, Danish or another European language. German language on A2 level upwards will be an advantage
  • High school degree

What we offer

  • Working place in the West Berlin
  • International team of young professionals
  • Possibility of company’s participation on German Classes for international co-workers
  • The company subsidies the costs at Urban Sports Club for co-workers
     

Sounds like you? Then send us the following documents

  • Your CV
  • Your cover letter - a write-up explaining who you are and why you are interested in working in our company
  • Recommendation letter from you last employer, if there is one
  • Your earliest start date and your salary expectation

Kindly send us your application documents per e-mail to Anna.

Don’t hesitate to contact us by any further questions. You can reach us per telephone: +49 (0)30 60 98 90 982

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