Customer Service Agent - German Speaking

Role Title: Customer Service Agent

Reports to: Customer Service Manager

Location: Birmingham

Contract Type: 6 Month FTC

About EML

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.

Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

What you’ll do

• Provide a friendly and professional welcome to all customers and visitors, presenting a positive impression of yourself and the organization
• Respond to customer inquiries and provide information about a full range of products and services
• Ensure that every customer service inquiry is dealt with through the appropriate SLA and KPI are adhered too
• Ensure that incoming telephone calls are answered in a professional and timely manner and transferred, where appropriate, to the relevant department
• Answer calls in both English and German
• Effective handling and accountability of the respective duties assigned
• Manage and protect customer information, including sensitive financial information, in accordance with relevant legislation
• Follow organizations complaints procedures
• Work as part of a team to ensure the smooth operation of the facility
• Meet the training and development requirements of the job role

What you’ll bring

• Good literacy, numeracy and verbal communication skills
• Ability to speak English and German is Essential
• IT Literate with a good understanding of outlook and excel
• Previous Customer Service Experience
• A positive individual with a ‘can do’, results driven approach and attitude
• Demonstrates trust, openness and respect in dealings with people
• Keen to develop themselves and learn new skills
• A good communicator, who listens and is able to express themselves clearly-
• Committed and reliable

What you’ll get

• 25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days!
• Global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe
• Hybrid working - Be empowered to work smarter, in a way that suits your lifestyle
• Pension scheme
• EAP
• BenefitsHub

Company Culture and Values

Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

Company Structure

EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.

EEO Statement

Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.