Why we need this role
As a Language Services Administrator you'll directly engage with customers and partners to provide seamless service while fostering strong customer relationships. This role focuses on managing customer incidents, supporting account managers, and ensuring timely issue resolution by collaborating with internal teams, vendors, and licensed operators.
What you'll do
Typical tasks and responsibilities will include:
Seamlessly managing the end-to-end process for the resolution and communication of customer support tickets.
Responding to all Incidents and requests within specified SLA's (24/7 operations).
Proactively working on customer experience to improve NES.
Responding to Customer/OLO's emails and telephone calls in a Foreign Language, following set processes and documenting incident details in required templates.
Providing regular communication with customers and vendors on the progress of customer tickets.
Proactively following up on negative triggers to improve NES.
Allocating unresolved Incidents to appropriate support groups, managing customer escalations.
What we're looking for
Excellent communication skills (reading/writing/speaking) in German and English
Solid experience in managing customer relationships
Ability to multi-task and prioritise workload
Ability to adapt to continuously changing procedures and environment
Team player with strong interpersonal skills
Working knowledge of Intranet and Internet applications beneficial
Good knowledge of MS Office products (Excel, Word, Outlook)
A flexible and proactive approach
What we offer you
At Colt, you'll make a difference. Because around here, we empower people. We don't tell you what to do. Instead, we employ people we trust, who come together across the globe to create intelligent solutions.
Diversity and inclusion
Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you'll be encouraged to be yourself because we believe that's what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.
Most recently we have:
Signed the UN Women Empowerment Principles which guide our Gender Action Plan
Trained 60 (and growing) Colties to be Mental Health First Aiders
Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you.
Benefits
Our benefits support you through all parts of life, for both physical and mental health.
Flexible working hours and the option to work from home.
Extensive induction program with experienced mentors and buddies.
Opportunities for further development and educational opportunities.
Global Family Leave Policy.
Employee Assistance Program.
Internal inclusion & diversity employee networks.
Colt Technology Services is a global digital infrastructure company which creates extraordinary connections to help businesses succeed. Powered by amazing people and like-minded partners, Colt is driven by its purpose: to put the power of the digital universe in the hands of its customers wherever, whenever and however they want.
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