Contact Center Operator – Fluent German (Written & Spoken)

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. This is because a significant part of the role is interaction with our German customers.

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

As part of our team, you will:

• 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 escalate 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 Panasonic Leadership Principles - Panasonic Holdings

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. Learn more about Sustainability at Panasonic.

Please find here more information about Panasonic as an employer.

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:
Terms and Benefits for candidates outside of the UK may differ from those described below:

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