Contact Center Operator – Fluent German (Written & Spoken) in Cardiff

An exciting opportunity has arisen for a German speaking Contact Center Operator to join our team. We are looking for an individual who thrives in a fast-paced environment and is committed to maintaining high standards of service quality, delivering professional, efficient, and timely support, helping us to meet and exceed customer expectations.

Role Overview

The Contact Center Operator is responsible for delivering exceptional customer service by managing inbound calls from business-to-business clients covering all of our PCOEU products. This includes processing repair orders, addressing inquiries and questions, resolving complaints, troubleshooting issues, and providing accurate information. The role emphasises maintaining the highest standards of service quality, ensuring that the Contact Center consistently delivers professional, efficient, and timely support to meet or exceed customer expectations. There is a requirement for the role holder to be fluent in German speaking and writing.

How you will become part of the bigger picture...

• Handle customer enquiries and complaints within a timely and professional manner
• Provide information and troubleshooting problems
• Arrange collections with various courier systems
• Provide guidance to Panasonic customers and elevate more complex enquiries to the next level of support
• Adhere to given process related or quality guidelines and ensures adherence to given guidelines and processes for the work procedures assigned
• Use, update and maintain applicable case management systems
• Establish and maintain regular points of contact with country or area Sales Managers. Discuss open topics such as general feedback with regards to Service.
• Obtain feedback and report from market
• Continuously grow and focus on personal development using the Panasonic Leadership Principles

What you will bring to the picture...

• Secondary school education with relevant qualifications
• Vocational training plus minimum 2 years of working experience is desirable
• Strong command of the English language
• German language – fluent in speaking and writing is essential
• Understanding how decisions affect customers and how their own behaviour impacts on the customer experience
• Ability to multitask in a fast-paced environment
• Excellent communication and problem-solving skills
• Customer-focused with a professional and friendly approach
• Strong attention to detail and ability to follow procedures
• Open to travel for business purposes

What does our big picture look like?

Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding over a century ago, we’ve been committed to improving peoples’ lives and making the world a better place, one customer, one business, one innovative leap at a time. We believe in strong collaboration and team spirit to develop Panasonic’s competitive edge even further. Panasonic is an energetic, creative and proactive organisation consistently aiming to exceed its customers’ expectations. In an ever-changing world, we continue our efforts to align with our Seven Principles to make life simpler, safer, healthier, more enjoyable, and more sustainable. Our mission is to create the Panasonic business of "tomorrow." By integrating business, technology, and creativity, we will realise ideal lifestyles and societies solving social issues globally.

Inclusion and Equality

Fairness and equality are in our DNA. We are committed to creating a safe and inclusive workplace where people feel empowered to bring their whole selves to work. We want to ensure that our people are respected for who they are as individuals, valued for what they do and celebrated for their contribution to our business and our community. We are committed to promoting inclusion for the success of our business. In keeping with our principle of Fairness and Honesty, Panasonic’s ambition is to continue to become a more inclusive company, which attracts the best applicants who will be considered for employment regardless of difference and demonstrates our commitment to celebrate and promote diversity.

What we offer:

• Contract Type: Permanent
• Hours: 38.75 hours, Full-time
• Location: Cardiff, UK
• Competitive salary
• Travel will be required (sometimes at short notice)
• Flexible working scheme
• Benefits
• Contributory Pension Scheme
• Life assurance 4x salary
• Private Medical Scheme
• Dental Scheme
• Employee Assistance Programme
• Other voluntary benefits such as dental insurance, partner life assurance
• Staff discount on Panasonic products
• 2 Paid volunteer days
• Training courses
• Wellbeing Programme