German speaking Customer Service Advisor

Working within our incoming customer service call centre, you will be dealing first hand with customers and stores in order to provide excellent customer service and support.

You will need to be positive and outgoing with business level German and a good level of English, as well as possessing a natural ability to hold conversations. Previous customer service experience is helpful but not essential as full training is provided

Due to the seasonal nature of our business, a flexible approach to working hours is essential. This role requires the ability to speak and write in German

Responsibilities

To ensure that the customer journey is positive and productive for both our customers and the business
To ensure that all contacts are accurately recorded on internal systems to allow for efficient service and quality reporting
To respond to customer and store contacts in a polite and professional manner, working within set service level targets
To resolve order issues i.e. oversells and rejected orders, keeping the customer fully informed
To encourage sales when in contact with customers, offering product advice and related add-ons
To liaise with customers, offering the best customer service to ensure that our feedback targets are achieved
To offer advice and support to our store network when order or customer service issues are reported
To ensure that customer orders are collected successfully from our stores or refunded if no longer required
To manage the customer communication between us and our various third party channels
To resolve disputes raised on any of our shopping platforms
To liaise with our carriers and submit claims for lost packages or late deliveries
To be pro-active, offering ideas and suggestions to improve ways of working within the team and wider business

Occasionally translate and create product descriptions in a fun, helpful, easy to read and targeted style. Then input data in the management system and database.
Ideals

Well spoken, polite and friendly demeanour
Excellent grammar and spelling as the role requires communication with customers via email, live chat and social media
Previous retail and trading standards experience an advantage, but training will be given
Empathetic to our customer needs and concerns
Strong PC skills including Excel, Word and Outlook
Able to solve problems with an equal concern for customer satisfaction and business loyalty
Able to work well under pressure and be confident in decision making
Bilingual - fluent in English and German

Enthusiasm: Can demonstrate enthusiasm in their work, in the brand, and in the product ranges. Can embrace our mission and vision. Understands the importance of fun and has a positive 'can-do' attitude.

Flexibility: Prepared to work in a changing environment and understands the need to offer flexibility at times of pressure

Accurate: Excellent administration skills, quality driven and attentive to detail

Articulate: Able to communicate clearly and in a professional manner in order to achieve results and support colleagues and clients.

Self Motivated: Self driven and able to work effectively without supervision

Teamwork and collaboration: A good team player who understands the need to work together and support other colleagues