Customer Service Representative German Speaking E-commerce

Customer Service Representative German Speaking E-commerce                             

Nottingham

Contract till 31^st January

£21,000 pro rata + Excellent Benefits

A bit about the team….Our aim is to consistently deliver world class customer service and we never lose sight of our goal – our customers are the focus of everything we do here. From email to phone in a multitude of languages, we’re on hand to offer care to all our customers to make sure they have a fun and enjoyable shopping experience with us.

We’re an energetic, innovative and forward thinking team and always looking for new ideas to delight and wow our customers.

A bit about the role….Our Customer Service Representatives (CSRs) lead the way in customer delight and work collaboratively to always find the right solution for the customer. Teamwork is a key focus, working together across the business to create win-win solutions. Our CSRs ensure the customer is the focus of everything we do and are our customer champions, always amplifying the voice of the customer, proactively escalating ideas for improving the customer experience and looking for ways to reduce customer effort. Our CSR team have great problem solving and investigation skills, leaving no stone unturned to ensure each and every customer query is fully resolved.

Resolve customer queries effectively, efficiently and quickly

Amplify the voice of the customer by escalating customer feedback and ideas for improvement

Wow our customers with amazing brand knowledge and champion the brand at all times

Expertly manoeuvre systems (ours & 3rd party) to investigate and resolve customers queries accurately and quickly

Achieve key metrics, targets and goals to ensure the highest level of service is delivered to our customers

Deliver high quality standards, personalise communications to customers to fit the customer’s individual style, brand values and the required brand tone of Voice

Communicate with customers via email, phone, live chat and social media

Effectively manage personal performance, taking a proactive approach to continuous personal development and improvement

Take ownership for resolving a customer query and deliver on promises, ensuring the customer is kept informed and a positive resolution is achieved in the shortest timeframe possible

Carry out a range of non-customer facing tasks to support the customer journey

Carry out fraud management duties to protect against revenue loss whilst ensuring focus on minimising the impact upon our genuine customers.

Experience

We are looking for candidates with exceptional customer service experience preferably within E-commerce who can work effectively in a team and take ownership of their role and responsibilities and have good IT skills.

You will be fluent in German and English to Native Business Level and have exceptional Customer Service experience preferrably within e-commerce and available to commit to contract till 31st January and start immediately in Nottingham

50% discount on all their BRANDS and Medical cover ++++++