Trend Micro Customer Operations Representative German in Cork, Ireland

Discover Trend

Since 1988, Trend Micro has been an internet security pioneer tackling an expanding malware landscape. When you join Trend, you join a unique global family with more than 25 years of history, marked by an entrepreneurial spirit and vision that has assured our products are always on the cutting edge in a very competitive field. The company established its European Operations Centre in Cork in 2003 and employs approximately 250 people across the following functions: Centralised Sales, Technical Support, Customer Operations, Information Services, Financial Services, Human Resources and Corporate Social Responsibility.

Discover You

At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact and influence. We expect leadership, not management. With Trend Micro, you drive your own development. We encourage thought leadership and advocate internal opportunity. Trend is like nowhere else. We embrace all of our differences and are motivated by challenge. We’re not just all about the money. You are recognised for your passion to succeed, and can be the best part of yourself here.

Discover your next exciting career opportunity…

The Role:

The objective of this role is to deliver an excellent standard of Customer Service to the European Business. The candidate will be responsible for the management and resolution of all Operational queries from Internal & External customers. With this role you will be part of the Customer Operations team and required to collaborate with all areas of the business working closely with the Field Sales teams, Marketing and Channel Partners. This role requires candidates to be highly motivated with excellent Communication and organisational skills.

The responsibilities

  • Provide a high standard of service to all internal & external customers, by taking responsibility for all queries received through to resolution.

  • Build strong relationship with the internal and external customers being supported in order to deliver an excellent service through both responding to inbound inquiries and working with the market to streamline processes.

  • Support our Data Management team to ensure quick turnaround of order and query validation process.

  • Liaise with other teams in the department on a daily basis, ensuring that there is a team effort in supporting the region managing escalations as required.

  • Communication, training and educating internal and external customers as required

  • Review quarterly activities with the aim of working directly with the Sales, customers and other internal departments to resolve any re-occurring issues and escalations.

  • Support and manage the xSP business focussing on the reporting MSP’s day to day support.

  • Initiate update meetings/conference calls with internal and external customers with the purpose of keeping them informed of activities and performance as required.Become familiar with all in-house systems which support the business, and maintain accordingly.

  • Successfully achieving objectives and targets as set by Supervisor/Manager.

  • Adherence at all times to Sarbanes Oxley documented procedures and compliance with audit requirements.

  • May involve other administrative tasks as required and also project work involvement.

You have

  • Fluent knowledge in both written and spoken in German and English

  • Business or other relevant 3rd level qualification desirable

  • Minimum of 2 year’s previous experience in a similar Sales/Customer support role

  • Good understanding and knowledge of the dynamics of a sales organisation

  • Proficiency in MS Word, Excel, Windows

  • Strong communication, interpersonal and problem solving skills

  • Excellent administration, organisational, analytical and time management skills

  • An ability to multi-task and prioritise

  • Strong ability to troubleshoot problems, execute & deliver results.

  • Ability to work on own initiative and under pressure

  • Ability to proactively improve processes and drive efficiencies

You are

  • Motivated to drive and achieve all key objectives of the role.

  • Excellent team-player who is able to enrich the talent pool of the team with own personal skills and to contribute to the team spirit

  • Flexible personality who understands that business evolves and is able to adhere to changes as required

  • Able to analyse the service provided using key performance indicators.

ID: 2016-19939

xEMEA Country: Ireland