Back Office Assistant – GERMAN

Customer Service, Call Center, Call Center, arvato limited - arvato CRM UK, Romania, Brasov

Your challenge:

Role Summary: Prioritize and assign incoming cases to Frontline Support Engineers balance workload among resources and different Pods.


  • Ensures the client satisfaction by supporting the project manager in the achievement of the daily operational processes. Contributes to the constant achievement of the operational objectives through efficient administration of the available resources in real time.

  • Administrates the operational actions in real time in order to achieve the daily and monthly objectives. Monitors the volume of incoming calls, emails and chat sessions initiated or received by the agents

  • Monitors the established workforce schedule for agents and informs, when it’s required, the superior of any misconduct.

  • Supplies in time, correct and completely, according to internal procedures as well as at the request of the Project management or Operational management, all the necessary reports for the optimal operational activity of the department

  • Addresses in real time agents of any behaviors that may lead to ineffective operation or that may affect the objectives of the department.

  • Informs in real time and escalates according to internal procedures any issue that might prevent the department from achieving the established objectives.

  • Modifies and marks in the workforce management software any modifications that might come during the day, maintaining at the same time a clear report of the resources available.

  • Recommends to the Operational or Project Manager any identified action that might help to achieve the operational targets of the department (e.g the requirement of overtime)

  • Communicates efficiently with internal and external clients in accordance with the policies and procedures of the company.

  • Communicates efficiently with his colleagues and superiors, ensuring the achievement of the tasks received on time.

  • Participates and collaborates with the Workforce Management team and Project manager to correctly forecast the headcount required for achieving the operational objectives of the department.

  • Knows and respect the internal work procedures inside the project; checks daily for updates in the provided software.

  • Takes calls/emails/chats from the client when it is required from the project manager.

Your profile:


  • Proficient use of call center metrics and MS Office Application with focus on MS Excel

  • Positive attitude, Action oriented and Customer focused

  • Self-motivated and structured, hands-on and independently working individual

  • Demonstrated analytical, organizational and prioritization skills

  • Adaptability, attention to details and capacity to easily find solutions

  • Understanding of relative impact, costs and benefits of potential actions

  • Ability to adapt to fast changing business needs

  • Team Player who is open for feedback and criticism

  • English proficiency and comprehension
Our Offer:

  • Attractive rewards and additional performance based bonuses;

  • Annual fixed bonuses;

  • Full private medical insurance & discounted prices for the dependents of the employee;

  • Child birth support

  • Online library access for passionate book readers;

  • Health & Nutrition: Health and wellness services @ the office;

  • Various discounts for gym classes & other recreational activities;

  • Free development training, for both personal and professional purpose, via our E-Learning platform;

  • Multicultural and enthusiastic work environment;

  • Access to the company’s cultural events including well-known festivals in Romania.

  • Lunch vouchers

About our company:

Arvato is in Romania since 2010, now having sites in Brasov, Sibiu, Cluj-Napoca and Bucharest with over 1500 employees working in more than 14 languages.

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