Bilingual Customer Service & Training Specialist (German/Vietnamese)

Job Overview:

We are seeking an experienced and enthusiastic Customer Service & Training Specialist fluent in both German and Vietnamese to join our team. This individual will play a key role in developing, coaching, and mentoring our customer service agents, equipping them with the skills necessary to provide exceptional customer support. The trainer will focus on fostering a service-oriented mindset, delivering sales through service, and maintaining the brand's voice while ensuring effective communication in both languages.

• Language Support: Deliver training sessions primarily in Vietnamese, providing agents with the tools and skills needed to support German-speaking customers effectively. Offer guidance on cultural nuances and language best practices to ensure clarity and excellent customer service through translation tools.
• German Language Training: Conduct basic German language classes for agents, providing foundational knowledge to enhance their understanding of common phrases, customer interactions, and culturally appropriate responses.
• Cultural Awareness Training: Provide training on German cultural nuances and communication styles to ensure agents are culturally sensitive and can build rapport with German-speaking customers.
• Training Delivery: Develop, organize, and deliver interactive training sessions for customer service agents, covering product knowledge, customer service techniques, sales through service methods, and best practices for live chat interactions.
• Live Chat Expertise: Train agents specifically on live chat service techniques, including quick, empathetic responses, multitasking, and maintaining brand voice while engaging with customers online. Evaluate and provide feedback on live chat interactions to optimize performance.
• Translation Support: Guide agents on the effective use of translation tools to translate between Vietnamese and German, ensuring accuracy, cultural sensitivity, and clarity in customer communication.
• Quality Assurance: Observe live chat and call interactions, provide feedback to the Quality Control team, and identify improvement opportunities to enhance the quality of customer engagements.
• Sales Coaching: Promote a Sales in Service approach, coaching agents to upsell and cross-sell services while maintaining a strong customer-first mindset.
• System Familiarization: Train agents to effectively navigate and use live chat systems, emphasizing self-service options and efficient customer issue resolution.

Required Skills and attributes

• Proficiency in German and Vietnamese (both spoken and written) is required.
• Basic English is a plus
• Experience in Customer Service Training, with a focus on live chat service or related coaching roles, ideally within the telecommunications industry.
• Strong knowledge of customer service software, CRM systems, and the ability to teach technical processes.
• Experience in translation and effective use of translation tools for communication between Vietnamese and German.
• Ability to conduct basic German language classes for Vietnamese-speaking agents to support customer interactions
• Understanding of German culture and communication nuances to ensure agents can relate to customers appropriately and effectively.
• Demonstrated ability to create engaging and impactful training materials and sessions.
• Excellent communication skills with an empathetic and motivational approach.
• Experience promoting service-based sales strategies and fostering a supportive learning environment.

What are you waiting for Join our international team today!

SPS is a leading technology-driven business transformation company. With our innovative Enterprise Workplace Solutions, we empower organizations to adopt hybrid work concepts to enhance productivity and flexibility. Our Technology Business Solutions bring together cutting-edge technology, deep vertical process expertise, and a diverse global workforce to support clients in their digital transformation journey and efficiently tackle their most complex challenges. Headquartered in Zurich, Switzerland, SPS operates in more than 20 countries and focuses on clients in banking, insurance and health. SPS has more than 8,500 employees and is recognized with a world-class NPS by its global client base. We act with precision, connect people to the right information, and turn data into insights for better outcomes. Discover how our dedicated team at SPS makes an impact that matters by visiting www.spsglobal.com.

1. Great Benefits:

- Competitive and performance-oriented remuneration system

- On-going training and development plan

- Promotion & bonus opportunities

- Private medical care for you and your family,

- Professional and challenging working environment.

2. Advance your career:

- We provide you with support to sharpen your skills and knowledge for further steps in your career path

- Opportunities to learn and grow through different types of training: Talent Development program, Succession planning as well as promotions or transfers.

3. Break your limits:

The innovation is a key value of SPS Vietnam. Joining our team, you are encouraged to think out of the box, cross your boundaries and improve yourself in our continuous improvement process during daily business operation.

4. Go Global:

The moment you join SPS Vietnam is the moment you take the chance to extend your horizon. You will work, cooperate and exchange your creative ideas with 7,500 employees of SPS. Our customers, which are 20% of Fortune 100, are located from around the world.

Notes: By applying for the job at SPS Vietnam, it is considered that Candidates agree to provide personal data for SPS Vietnam to process in accordance with the Terms and Conditions of personal data processing of candidates which are in line with Decree 13/2023/ND-CP on personal data protection