We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!
Location:DublinRequisition:R20234 Customer Service Representative English & German (Open Date: 04/01/2020)Job Posting Title:Customer Service Representative English & German
What we're looking for:
Customer Service Representative English & German (Native/Fluent)
You will be the first responder to customer inquiries via telephone or email to provide problem resolutions in accordance with the Organization's service standards. You will receive and/or place telephone calls, which are predominantly routine but may require deviation from standard screens, scripts, and procedures. You will answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to sales representatives or technical/service areas. Maintain detailed and current knowledge of the company's products and services. Analyze customer service needs for communication to service and technical departments.
As the Customer Service Representative, you will serve as a primary point of contact for Citrix external and internal customers- based in EMEA and Globally, including end-users, and Citrix Partners and Distributors. The Customer Service Representative handles all inbound requests.
About the job:
+ First point of contact to Distributors/Partners/Customers/Internal Sales who will call in / open e-service cases to report technical and non-technical issues and asset & account management requests
+ Assess the customer’s technical issue and route the call accordingly, leveraging Citrix Critical Thinking
+ Work with Distributors/Sales/Citrix departments to resolve the customer’s non-technical issues
+ Achieve and adhere to established Service Level Agreements and Key Performance Indicators
+ Performance is primarily measured through Net Promoter surveys to customers, but also include measurements around production, availability, contributions to the team, and contributions to product improvements
+ Document cases, recommendations, and resolutions clearly in the CRM system
+ Ensure the work performed meets the quality standards within acceptable time schedules
+ Validate and qualify complex customer issues and business impact which may require coordination with more senior-level team members or departments
+ Contribute to the Citrix knowledge base in the form of new or updated technical articles/documents focused on issue resolution or prevention
+ Engage in projects related to customers as well as internal process improvements
+ Requires the ability to navigate a computerized data entry system or other relevant applications. Frequently reports to the Customer Service Manager.
+ We are looking for a team player with good organizational skills & the ability to adapt to changing priorities with a calm, customer-friendly approach
+ Fluency in English and German
+ Fluency in another language an advantage
+ Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment
+ Some prior customer service/support role within the service industry is required
+ Knowledge/experience of CRM (e.g. SAP/Salesforce)
+ Flexibility to work Weekends, Public Holidays and extended hours at Quarter-End
+ Must have good verbal and written communication skills
+ Bachelor’s Degree or equivalent experience preferred
What you’re looking for:
Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work. If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.
Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.
Functional Area:Customer Service
Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.
Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.
Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-no...
Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHR@citrix.com for assistance.
If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.
Citrix (NASDAQ:CTXS) aims to power a world where people, organizations and things are securely connected and accessible to make the extraordinary possible. We help customers reimagine the future of work by providing the most comprehensive secure digital workspace that unifies the apps, data and services people need to be productive, and simplifies IT’s ability to adopt and manage complex cloud environments. With 2017 annual revenue of $2.82 billion, Citrix solutions are in use by more than 400,000 organizations including 99 percent of the Fortune 100 and 98 percent of the Fortune 500.