Customer Service Agent with German

Opis stanowiska:
The buy/order 1st Level Customer Service Agent is responsible for users support with all technical and functional queries regarding the use of SAP SRM module buy/order (IT/procurement area).

The role requires answering inquiries by phone and in respective ticketing tool, resolving users problems, fulfilling service requests, maintaining process database and documentation and transferring issues to the respective department if not solved within first level. The role requires strong customer and problem solving orientation, verbal / phone skills and analytical skills.

Getting to know the buy/order support process, procedures and standards to extend enabling independent work
Determining requirements by working with German and English speaking customers; Initiating contact with the customer if needed
Answering inquiries by clarifying desired information – searching independently for information in all available systems and documentation, locating, and providing information as well as exchanging knowledge with other team members in order to achieve multi-competence skills.

Resolving problems by clarifying issues – researching and exploring answers and alternative solutions; implementing independently own solutions; escalating unresolved problems
Fulfilling service requests – completing transactions; forwarding requests
Informing about found buy/order support process/system gaps that could be improved
Maintaining customer service database by entering information on regular basis
Maintaining buy/order support process statistics and updating documentation
Deciding urgency of an inquiry by predefined criteria
Training new joiners in the process
Cooperating with other team members and with 2nd Level Support in order to provide the best service
Cooperating and maintaining professional relations with business partners, suppliers and external providers
Communicating observed risks before problems occur – being aware of consequences in case problems are not communicated/solved


University Diploma
Very good command of German (written and spoken)
Very good command of English (written and spoken)
Good knowledge of MS Office
Min. 1 – 2 years of professional experience in Customer Service
Strong communication skills
Customer service orientation
Problem solving and analytical skills


Challenging work in an international environment under highest standards
Attractive benefits and bonus system
Friendly work environment
Opportunity to work with people from different cultures and nations
Language skills development opportunities
Job stability and flexible working time
Mother friendly company