German Customer Service Consultant
- Recruiter
- Anonymous
- Location
- Didcot
- Salary
- Competitive
- Posted
- 28 Nov 2018
- Closes
- 26 Dec 2018
- Sectors
- Multi lingual
- Contract Type
- Permanent
- Hours
- Full Time
Our client is a leading sustainability consultancy combining energy, climate change, environmental and chemical risk expertise with strong IT and economics capability. Operating worldwide, they work in partnership with their customers to help transform the way they work, empowering business leaders with award winning consultancy advice. With unrivalled sector insight and a reputation for producing innovative solutions, they offer a stimulating and rewarding environment in which to work.
They operate the UK's premier chemical emergency response centre which is recognised as a leading global provider for technical advice with over 40 years of heritage - still grant funded by Government for their support to the emergency services.
With a global client base with many of the world's top 100 chemical manufacturers as well as many other public and private sector clients they have more than 500 customers. They have achieved substantial growth over the last 5 years, securing large contracts with hundreds of companies in the chemical supply chain. Customers come to them for their technical expertise combined with the unique systems and processes that allow them to provide a globally compliant, 24-hour multilingual emergency response helpline.
In pursuit of their growth plans they are looking for a German speaking Customer Service Consultant. Managing elements of the provision of our emergency response service to circa 500 customers and to provide them with additional capacity to continue to grow the customer base. The role may progress into requiring travel to German speaking countries within Europe. They have established Customer Service and Account Management teams supporting the chemical emergency response helpline business. You will be managing service delivery on behalf of the range of customers subscribing to the Emergency Response service, with a focus on customer relationships in German-speaking countries. You will bring an organised and disciplined best practice customer service management approach to their work.
This is a fast-paced environment where you will have support from the wider business for your career to develop into a wide range of future opportunities within the business. In return for your commitment they offer an attractive benefits package.
Key Responsibilities:
* You will be the main point of contact for day-to-day operational delivery and accountability for actions arising from daily operations and queries. You will coordinate activities of others in carrying out customer-related actions.You will have an awareness of how to make effective decisions in a complex delivery environment, with support from the Head of Customer Service and equipped with service-specific training.
* Account management. You will help implement a series of customer service activities which support the account management strategy in order to ensure customer satisfaction and efficiency of delivery.
* You will provide input to ensure appropriate processes and communication channels are in place to support identification of sales opportunities and changes in account categorisation. You will input into and define an appropriate communications/ engagement strategy which ensures they are demonstrating their value and differentiation vs. the competition. You will be proactive in anticipating and preparing for potential future issues.
* Managing risk. You will identify any subscription termination risks and liaise with the account manager to proactively reduce risk where required. You will act on any issues affecting prompt payment, satisfaction, long-term retention, etc. and recognise and where possible, prevent any risks arising from delivery, especially non-standard delivery.
* Pre-sales and implementation. You will project manage and carry out the implementation of new customers subscribing to the service. You will provide delivery leadership during the discovery/setup processes (including pre-sales) ensuring client expectations are managed and sales messages are in line with actual service levels. You will identify and report on any upgrade or sales opportunities, typically by briefing the account manager.
* Guidance. You will liaise with internal teams whose roles relate to service delivery to advise and provide guidance on elements of customer service enabling others to meet customer service goals to deliver a high-quality service which meets customer expectations.
Key experience:
You should be able to demonstrate the below criteria in addition to fluency in German and English,
Desirable:
* Broad experience of customer service best practice obtained in a B2B or B2C environment
* A professional, organised and disciplined individual who has a proven track record of effectively and efficiently managing a large customer base
* A-levels (or equivalent) in English, or Business/ Management/ Marketing subjects would be an advantage, as would professional qualifications relating to business, management or marketing
* Experience working with a CRM system such as MS Dynamics would be an advantage
* You already have customer service or relevant customer service experience
You will be:
* A team player able to work with a wide range of stakeholders both inside and outside of the organisation
* Comfortable working in a dynamic operational environment, occasionally involving elements of quick decision-making
* Willing to embrace the client's values of Passion, Innovation, Integrity and Respect and aim to lead others towards high standards
For more information contact Emily at Manpower
They operate the UK's premier chemical emergency response centre which is recognised as a leading global provider for technical advice with over 40 years of heritage - still grant funded by Government for their support to the emergency services.
With a global client base with many of the world's top 100 chemical manufacturers as well as many other public and private sector clients they have more than 500 customers. They have achieved substantial growth over the last 5 years, securing large contracts with hundreds of companies in the chemical supply chain. Customers come to them for their technical expertise combined with the unique systems and processes that allow them to provide a globally compliant, 24-hour multilingual emergency response helpline.
In pursuit of their growth plans they are looking for a German speaking Customer Service Consultant. Managing elements of the provision of our emergency response service to circa 500 customers and to provide them with additional capacity to continue to grow the customer base. The role may progress into requiring travel to German speaking countries within Europe. They have established Customer Service and Account Management teams supporting the chemical emergency response helpline business. You will be managing service delivery on behalf of the range of customers subscribing to the Emergency Response service, with a focus on customer relationships in German-speaking countries. You will bring an organised and disciplined best practice customer service management approach to their work.
This is a fast-paced environment where you will have support from the wider business for your career to develop into a wide range of future opportunities within the business. In return for your commitment they offer an attractive benefits package.
Key Responsibilities:
* You will be the main point of contact for day-to-day operational delivery and accountability for actions arising from daily operations and queries. You will coordinate activities of others in carrying out customer-related actions.You will have an awareness of how to make effective decisions in a complex delivery environment, with support from the Head of Customer Service and equipped with service-specific training.
* Account management. You will help implement a series of customer service activities which support the account management strategy in order to ensure customer satisfaction and efficiency of delivery.
* You will provide input to ensure appropriate processes and communication channels are in place to support identification of sales opportunities and changes in account categorisation. You will input into and define an appropriate communications/ engagement strategy which ensures they are demonstrating their value and differentiation vs. the competition. You will be proactive in anticipating and preparing for potential future issues.
* Managing risk. You will identify any subscription termination risks and liaise with the account manager to proactively reduce risk where required. You will act on any issues affecting prompt payment, satisfaction, long-term retention, etc. and recognise and where possible, prevent any risks arising from delivery, especially non-standard delivery.
* Pre-sales and implementation. You will project manage and carry out the implementation of new customers subscribing to the service. You will provide delivery leadership during the discovery/setup processes (including pre-sales) ensuring client expectations are managed and sales messages are in line with actual service levels. You will identify and report on any upgrade or sales opportunities, typically by briefing the account manager.
* Guidance. You will liaise with internal teams whose roles relate to service delivery to advise and provide guidance on elements of customer service enabling others to meet customer service goals to deliver a high-quality service which meets customer expectations.
Key experience:
You should be able to demonstrate the below criteria in addition to fluency in German and English,
Desirable:
* Broad experience of customer service best practice obtained in a B2B or B2C environment
* A professional, organised and disciplined individual who has a proven track record of effectively and efficiently managing a large customer base
* A-levels (or equivalent) in English, or Business/ Management/ Marketing subjects would be an advantage, as would professional qualifications relating to business, management or marketing
* Experience working with a CRM system such as MS Dynamics would be an advantage
* You already have customer service or relevant customer service experience
You will be:
* A team player able to work with a wide range of stakeholders both inside and outside of the organisation
* Comfortable working in a dynamic operational environment, occasionally involving elements of quick decision-making
* Willing to embrace the client's values of Passion, Innovation, Integrity and Respect and aim to lead others towards high standards
For more information contact Emily at Manpower