Customer care analyst (german bilingual)Proactis

Company Description
Proactis is a leading Source-to-Pay software solution provider for mid-market organisations across a range of service-led industries.
Proactis' end-to-end modular platform enables customers to control spend and manage supply-chain risk; improve compliance and governance of their purchasing activities; reduce the cost of goods and services; and deliver efficiencies, all through process digitisation and automation.
Proactis' value-led proposition is the perfect partner for your ERP to maximise wider control, visibility and efficiency. Our modular approach supports mid-market resources, budgets and priorities, is easy to implement and use for rapid access to long-lasting benefits, and is supported by direct local customer service throughout our relationship.
Proactis serves a rapidly growing client base of over 1,100 corporate and public sector organisations and 2 million suppliers, with over 3 million users in 100+ countries across the UK, Europe, North America, New Zealand and Australia.
Job Description
Job Purpose: The core purpose of Level 1 role is to support clients in English and in the foreign language of expertise (for analysts with foreign language expertise). This includes answering calls, creating, handling, escalating, following-up on, and closing tickets. L1 support will be expected to attend meetings, share knowledge in the team, do self - training, and perform additional tasks deemed necessary by the organization.
Key Accountabilities:
Assists customers in resolving issues related to Proactis procurement, sourcing, contract management solutions, or, in case complete resolution is not possible, conduct initial investigation and escalate/transfer to the appropriate team.
Supports customers via email, phone, and ticketing tool in English and in the foreign language of expertise (for analysts with foreign language expertise).
Follow up on tickets and reply to customers' queries following the agreed process while ensuring compliance to Service Level Agreements (SLA).
Cross-team follow-up on tickets.
Realize knowledge exchange within the team and continuously help to improve the team's and one's knowledge of Proactis solutions and processes.
Actively participates in team meetings, International Customer Service meetings, trainings and team's and company's initiatives.
Performs other tasks as may be deemed necessary by the organization due to operational requirements, ex. translation, training, etc.
Qualifications
Top 5 Professional Skills/Qualifications/Experience:
Bachelor's Degree holder
1+ years of professional experience with a customer service organization in hardware or software
Ability to learn new technologies and concepts quickly
Fluent in both written and spoken English and, for bilingual analysts, in the foreign language of expertise (i.e. French, German, Spanish, Mandarin, Japanese, Dutch, Portuguese);
Customer Service
Additional Information
Benefits:
HMO, Life and Accident Insurance, Transportation and Meal Allowance, Internet Allowance
Why join us?
You
will work in an international and multi-cultural company,
will see real career path opportunities if you show real potential and performance
will continuously use and improve all your language skills,
will learn, use and teach the latest and best of technology for Procurement and Sourcing,
will sharpen your project management, communication and analytic skills.
Proactis

Muntinlupa City, Metro Manila
Permanent
Full-time