German Customer Care Advisor
Central London

About the Role

German Speaking Customer Care Advisor  - Central London - Hybrid working (3days office/2days working from home) - Contact Centre & Live Chat Experience (ESSENTIAL) 

RESPONSIBILITIES:

• Provide first line response and be the point of contact for all customer queries
• Own and drive resolution over the Phone, via Email and Chat with internal and external customers Respond to all inbound contacts adhering to set targets (daily, weekly and monthly)
• Analyse contact drivers to fully understand our customer needs
• Achieve top quality Customer Satisfaction/Quality scores
• Update all system notes at the end of the customer interaction ensuring they meet the department’s required standards
• Adhere to the Complaints management process, and adopt a proactive approach to problem solving in order to prevent escalations
• Review continuously FAQs and update when necessary
• Provide translations and update standard responses
• Demonstrate role model behaviours by engaging and supporting your colleagues to create a respectful and positive working environment
• Adopt a professional manner in all interactions with internal and external customers
• Ensure compliance with all applicable regulations. This will include but is not limited to all GDPR guidelines
• Assist line manager with additional requested tasks

• Must have strong written communication skills in English to understand and respond to customer issues
• Must have strong written communication skills in English and German to understand and respond to customer issues

• Computer literate in all Microsoft packages
• Organised, with high sense of priority
• Good levels of numeracy, accuracy and attention to detail
• Strong work ethic, can work independently and as part of a team
• Passionate for our brand and customer service
• Excellent interpersonal skills and the ability to build and maintain strong relationships