German Customer service advisor - Hybrid - London
London

About the Role

German Speaking Customer Service Advisor  - Central London - Hybrid working - Contact Centre & Live Chat Experience (ESSENTIAL) 
£33k plus 5% bonus - No sales purely service
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

LANGUAGE CAPABILITY:

  • 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

SKILLS AND ABILITIES:

  • 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



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constantly on the hunt for the best candidates