• Senior Customer Service Representative with German and French

    Location IE-Cork
    Posting date 2 weeks ago(4/5/2018 5:04 AM)
    Job ID
    Technical Support
  • Company Description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    The Red Hat Customer Experience and Engagement (CEE) team is looking for a Senior Customer Service Representative to join us in Cork, Ireland. In this role, you'll be the first point of contact for our B2B clients in the Europe, Middle East, and Africa (EMEA) region. You will provide premium customer service for post-fulfillment, non-technical issues to channel, direct, and web customers. We'll need you to have excellent interpersonal skills and be able to thrive in a fast-paced environment supporting Red Hat customers.

    Primary job responsibilities

    • Act as the first point of contact for customers by receiving calls and tickets (emails) for the EMEA market
    • Support our customers, both internally and externally, by providing excellent customer service
    • Provide general information about our projects and solutions to educate customers
    • Handle support-level issues like registering system profiles and account management
    • Work closely with the order management, sales, and various finance groups through Zendesk tickets, telephone queues, and an issue tracker to handle, escalate, and resolve customer issues
    • Work Monday-Friday, with less than 1 hour on the phone per day on average
    • Be responsible for projects (documentation, trainings, process improvement, coaching)

    Required skills

    • Fluent English and French or German; knowledge of another European language will be a plus
    • Proficient with office applications
    • Experience in a customer support or customer facing role
    • Outstanding written and verbal communication skills in the desired languages
    • Ability to work with others to deliver premium customer service
    • Customer-oriented, with the ability to solve problems under deadline pressure
    • Advanced reasoning skills and good attention to detail when solving problems
    • Excellent organizational skills, with the ability to work under minimal supervision
    • Project management skills are a plus

    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.



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