German Speaker Customer Liaison Executive

Customer/Publisher Liaison Executive

You must speak fluent German and English

Activity Level
? Responsible for managing all aspects of customer/publisher service, for a portfolio of customers/publishers, and handling queries and processing transactions relating to that customer/publisher base.
? Maintain an accurate and up to date computer based record of publisher /customer records, information, and journal prices.
? Process all incoming correspondence from customers/publishers in a timely and accurate manner, ensuring KPI (Key Performance Indicators) and SLA (Service Level Agreements) targets are met.
? Resolve customer/publisher queries with the aid of an in-house computer system, databases, internet, intranet and various internal systems.
? Keep up to date with changes in market place (i.e. electronic media publications) to enable prompt response to incoming enquiries.
? Liaise closely with Customer Account Managers/Publisher Account Managers to promote efficient working practices.
? Assist manager and other colleagues with any task that may arise, especially during busy periods during the subscription cycle.

People Management and Development
? Communicate effectively with colleagues at all levels within the Company, and develop good working relationships with colleagues.
? Work effectively as a team member, especially during times of colleague`s absence and busy periods to ensure that the department continues to run smoothly and without disruption to our customers/publishers.

Business Development
? Maintain a clear understanding of the direction in which the Company and your department is heading, and appreciate both your and your departments role in helping the company to achieve it`s overall aims.
? Ensure awareness and understanding of departmental business plan.
? Develop ways of improving day to day efficiency with a view to preventing backlogs and escalation of problems.
? Keep up to date with general industry knowledge and any associated changes and developments.
? Develop a detailed knowledge of the subscription cycle in order to manage seasonal workloads.
? Attend all relevant training sessions to ensure that knowledge of new products, developments and procedures is thorough and up-to-date.

Knowledge and Skills
? Excellent communication skills both written and verbal.
? Accuracy.
? Ability to work under pressure and to meet tight deadlines.
? Numerate and computer literate.
? Excellent organisation, prioritisation and problem solving skills
? Self motivated and able to use own initiative.
? Able to work as part of a team.