Customer Support Agent

Job Introduction

Serco is the preferred partner for European Institutions and International Organisations, offering ICT services and Contact Centre management across Europe. Our expertise extends from Information System support to consultancy under the government framework, supporting key entities such as the European Patent Office and Executive Agencies. As a leader in Service Integration and Management, we ensure seamless delivery of services across various platforms, embodying our commitment to excellence in every aspect of our work.

We are hiring a Customer Service Agent for European Patent Office in Germany.

Note: The position is offered as a 1-year fixed term contract initially, with start date ASAP. Then, there is the intention to convert this into a full-time permanent contract.

Key Responsibilities

• Logging and monitoring incoming customer enquiries office-wide in the Customer Service Management software tool (CSM/ServiceNow®).
• Maintaining the CSM customer database.
• Customer support services for all EPO sites, such as ensuring assignment of an enquiry to the respective expert at the EPO.
• First level resolution of IT-related customer enquiries, such as:
  EPO account issues, Two-Factor Authentication issues, Online filing products and services such as MyEPO Portfolio, CFP, OLF, OLF 2.0 etc.
• First level resolution of non-IT related customer enquiries, such as:
  General information about non-file related questions such as contact details, Basic navigation on the EPO website (www.epo.org).
• Administration of customer enquiries to be handled by Examiners:
  CSM case registration, Forwarding the case to the entrusted examiner and their team manager, Case monitoring (reminders, suspension), Case closure after resolution by the examiner.
• Administration of cases for other units not having a license for the CSM tool:
  Case registration, Forwarding to responsible unit, Case monitoring (reminders), Case closure.
• Reporting, analysis and follow up of customer feedback for continuous improvement.
• Customer sentiment survey after case closure.
  
  

Skills

Do you think you are the person we are looking for? See below what experience or knowledge you should bring:

• Advanced proficiency in English, German (C1 level) and French (B2 level), writing in English and German is essential.
• Professional, empathetic, and efficient support to customers across email. phone, and webform.
• Experience using Customer Service Management (CSM) ticketing systems and CRM customer data tools.
• Ideally previous experience in a customer service, administrative or supportive role, ideally in a multilingual environment.
• Ability to follow internal procedures with a structured and organised approach to deliver consistent service quality.
• Team player that can also work independently and manage their time effectively.
• Strong communication skills, problem-solving mindset, and a customer-first attitude.
• Flexibility to work in a rotating shift schedule between 7:00h and 19.00h during workdays.
  

Package Description

• Relocation allowance: including a one-way flight ticket, transportation from the airport to a temporary hotel, and one month of paid accommodation while securing permanent housing.
• Hybrid working model.
• 30% discount on Deutschland ticket.
• Gym membership discount.
• Private pension scheme.
• Corporate Benefits discounts.
• 30 days of annual leave.