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German Speaking Customer Service Advisor

£22k - £25k

German Speaking Customer Service Advisor

Our client is looking for a German Speaking Customer Service Advisor to join their team on a full time, permanent basis!

  • Harrogate

Description

Our client is looking for a German Speaking Customer Service Advisor to join their team on a full time, permanent basis!

 

Reporting to the Group Customer Experience Manager, you will be responsible for the day-to-day delivery of the company’s digital strategy, enhancing the customers experience and supporting German customers across all sales channels.

As part of the Customer Experience Team, you will work closely with your colleagues who are supporting the UK, AUS, ROW channels.

Main duties

Customer Experience

  • To work to the agreed Customer Experience guidelines and digital strategy of the Company, implementing best practice with the aim of achieving the highest standards of customer experience at all times;
  • Delivery of, on a day-to-day basis, the Company’s Customer Experience and support capability across all communication platforms, including the following:-
    • Salesforce CRM
    • Telephone
    • Email
    • Live Chat Service – if available
    • Social Media: Facebook, Twitter, Instagram
  • Working closely with the Brand & Marketing team to ensure an on-brand experience, maintain the highest standards of customer experience together with product and brand knowledge. Keeping up to date with current promotions and brand campaigns.
  • The ability to read and understand CRM data reports in order to identify key areas where improvements can be implemented.
  • Assist in the management of escalated customer complaints.
    • Develop customer rapport to defuse escalated complaints
    • Advise customers of company policies and procedures
    • Turn complaints into sales where possible

·       Ensure all cases are being handled professionally and accordingly per customer, chasing when necessary and being resolved with the time window provided by the Customer Experience Manager, setting tasks when necessary.

 

Social Media Cover

  • Respond to Customer Care queries on social platforms including Instagram, Facebook and Twitter.
  • Maintain the comments on organic posts and paid ads, ensuring any queries or complaints are answered quickly and appropriately.
  • Communicate with customers or potential customers using the appropriate brand wording and messaging.
  • Interact with posts and fans of the brand, including liking comments, liking and commenting on posts. Engaging with customers daily.
  • Direct queries to the appropriate contacts e.g., press enquiries, influencers etc.
  • Assisting the Digital Marketing team in the design and management of social media post for Italy and German

Required skills

  • Customer Support Experience
  • Competent in German
  • Proof reading copy and translating
  • Excellent communication skills and telephone manner, with the ability to quickly develop customer rapport
  • Excellent time-keeping and time-management with the ability to prioritise the workload to ensure all tasks are carried out effectively and deadlines are met
  • Excellent attention to detail and ability to maintain accurate records and documentation
  • IT skills, including competent use of Sage 200 or similar ERP system and Microsoft Office (including Microsoft Outlook and Excel) – full training will be given
  • Knowledge of Salesforce CRM would be an advantage – full training will be given
  • Interest within the hair & beauty industry

Our client is offering a salary of up to £25k for the right candidate!

 

Interested? Email your CV to Emma at EM Recruiting TODAY!

To apply for this job email your details to emma@emrecruiting.co.uk.