2XM Recruit is a specialist resourcing company across Australia, sourcing and placing talent within Engineering, Rail, Mining, Government, Renewables and the Construction industries. Our mission is to make a positive difference, champion best practices, and be recognized for our people and partnership approach.
We are excited to announce we are now partnered with a global leader in automation and robotics employing over 7,500 people worldwide and have an exciting opportunity to join their growing team in Australia. They're on an exciting growth trajectory and have an opportunity for a Language Specialist / Intepreter, to join their international communucation centre team!
Role Purpose The role of Technical Interpreter works closely with our clients international customer base, acting as the 1st line of support when reaching out for a solution. This role will see you building rapport with clients across their global customer base, whilst utilising your language skills in German and Italian. You will be required to deal with 1st line enquiries and deploy effective questioning techniques to gain a deeper understanding of the customers issue and the system it relates to. In turn, allowing you to engage the correct internal resources / team members, to then assist the customer in solving the problem.
More importantly, NO PREVIOUS TECHNICAL EXPERIENCE IS REQUIRED. The only mandatory experience is the german language with, the ability to also speak either Italian, Spanish or French. All other required information, both technical and systems based, will be taught on the job!
Tasks and Duties
Answer incoming calls and noting down the issue descriptions in the respective customer’s language
Interpret between the customers and the technicians
Classify the issues and gather all the by the technicians needed information
Prioritize incidents
Create tickets in the SAP C4S ticket system and assign them to the appropriate technical team / 2nd level technician
Make outbound calls and/or gather additional information if the issue descriptions are incomplete
Check the customer’s contact information and add or edit customer data if necessary
Process mails from customers
Translate mails to ensure clear communication between the customer and the technical departments
Give status information to the customers - Verbal and written
Create, translate and send out final reports of the incidents
Translate RFC/Change Requests and send them to the customer in their respective language
Organization of appointments for RFC/Change Requests
Do preparatory work for technical interventions
Help the customers to navigate through E-insight (customer platform)
First point of escalation / first point of contact for Incident Management
Continuously work on improving one´s own technical knowledge
Continuously work on improving internal processes
Contributing in the optimization and further development of the various software in use
Interpret customer trainings on-site at the customers
The Ideal Candidate Will Have
Distinct ability to perform error and problem analysis as well as the ability to develop appropriate solution concepts
Ability to take decisions, even when under pressure or in uncertain and unstructured situations
Ability to proactively establish contacts and relationships with various groups of people such as customers, customer technicians and colleagues from other departments
Taking on a mediator role between the customers and the technicians
Strong team skills and being able to apply them in the different specialist areas within the department
Ability to carry out tasks independently
Keep composure in any situation and express solidarity with the company
Express and demonstrate positive attitude towards the area of responsibility and the company in general
Reliability and ability to work under pressure
Ability to complete task in a timely manner and in good quality, even during periods of high workload
Open-mindedness
Ability to deal with conflicts openly and at an early stage
Willingness and capability to continuously learn, acquire additional professional skills and adapt to new requirements
Ability to recognize potential for improvement in one's own work environment and to actively participate in the implementation of courageous and creative solutions.
Minimum Requirements
Excellent command of spoken and written English and German
Fluency in at least one additional modern foreign language (Italian, Spanish or French)
Willingness to acquire a deep understanding of the workflow processes - inhouse training provided
Strong working knowledge of the microsoft office suite of products, predominantly - Outlook, Word and Excel
What's In It For You
As an interpreter or modern language student, the opportunity to join a business in a full time capacity whilst utilising your abilities in a technical environment!
Be part of a global team, dealing with global customers
Huge amounts of support and internal training to help you grow your knowledge base
12 months into the role, the opportunity to travel internationally to their HQ
Competitive annual salary
Static work hours, 8am to 4pm
Immediate start
Opportunity work within the future of Engineering, Automation!
If this sounds like an opportunity you'd like to be considered for, please Apply Now or, send your details through to charles.seward@2xmrecruit.com.au.
