Global Customer Service Representative

Job Description : Global Customer Service Representative – English + German, Japanese and/or French (m/w/d) Stock Plan Services is looking for interested applicants who are fluent in English and proficient in one or more of the above-mentioned languages to join our team in Kronberg, Germany. Naturally, you would already be in possession of a valid working permit for Germany in order to be considered. Are you an excellent communicator with an outgoing personality who enjoys helping others? Do you want to be part of a dynamic, growing team of international, multi-lingual stock plan experts and be a contributor to our global expansion? Then join the industry leader in stock plan service administration and play a vital role in delivering outstanding participants' experience Be part of a global company that's an industry leader in innovation and invests in you with key product and service offerings, groundbreaking technology, and a world-class platform. We empower professional growth, flexibility and support a culture of diversity and inclusion along with work life balance. Stock Plan Services (SPS) is a part of Fidelity Management & Research (FMR) Workplace Investing business, providing equity compensation administration services to over 400 multinational corporations. Within those corporations, equity compensation plans are managed and serviced for over 2.5 million employee participants. More than 700,000 of these employees are based outside of the US, receiving administrative support and retail brokerage services from our SPS Center in Kronberg, Germany. The Purpose of Your Role The Stock Plan Service (SPS) Associate is responsible for servicing all stock plan administration inquiries while providing plan education to employees participating in equity compensation plans offered by their employers. As a multilingual Stock Plan Associate you will be expected to provide live language support to our international participants in English as well as in your specific language skills. Provide telephone support assisting SPS participants with a variety of plan administration requests and queries Provide plan education to participants such as Equity Award, Stock Options, Restricted Stock Units/Awards and Employee Stock Purchase Plan (ESPP) Support website navigation Participant account maintenance (address changes, PIN resets, etc.) Actively improve processes for you and your team The Skills You Bring Your experience in delivering outstanding customer service in a metric-oriented environment You have robust influencing, consulting, and communication skills You have a strong interest in new technology and the ability to simultaneously use multiple systems and resources to find the answers you need Comprehensive understanding/interest in the financial services market, economy, and industry trends You are an engaging teammate with superior interpersonal skills and a strong ability to empathize with others You thrive in a fast paced, ambitious, and evolving team-oriented environment You enjoy solving problems and have a keen eye for details The Expertise We’re Looking For Multilingual skills with proficiency in at least one of the following languages: French, German and/or Japanese as well as being fluent in English (level C1/2, TOEFL 95+ or equivalent) Superior customer service experience (preferably in a Call Center environment) with a “customer-obsessed” approach Ability to work scheduled shifts to meet the needs of our globally based participants Financial qualifications or background preferred What We Offer Competitive salary plus performance-based bonus Dynamic Working – a hybrid work model offering with a requirement to work onsite at a Fidelity work location for at least one week per month. These requirements are subject to change A fully equipped welcome package with everything you need to work from home An amazing office set amongst the tranquil Taunus forest On-site, subsidized staff restaurant Free onsite parking and use of private company sports gym Private bus shuttle between the office and Kronberg train station Company Overview Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.