German Speaking Customer Care - Fashion

  • Location
    London, Greater London
  • Category
    Customer Service - Customer Service Advisor
  • Contract Type
    Permanent
  • Salary
    £25,000.00/Year
  • OrganizationType
    Home/Office


Description



About the company


What we stand for


We are the leading scale player in a specialist market - maternity and nursing wear - and we have 18 years of experience behind us doing this and nothing but this.


But what we do is more than just fashion and clothes. We help women feel absolutely confident in their changing bodies and enable them to continue to express the choice and style they had prior to pregnancy and during pregnancy, whilst providing them with product innovations that make motherhood a breeze.


Workplace and Culture


Always motivated by new innovations in technology - we are a close-knit team of driven and ambitious individuals. Fuelled by the success of achieving market leading results, we place great importance on resourcefulness and dependability and encourage inquisitive questions that challenge us see things from all perspectives.


We do what we love and push the boundaries daily - you need to be excited for that. We foster the habits of go-getters and are always in search of exceptional people from various walks of life, with diverse experiences to join our team.


Purpose of the role:


Customers are at the core of our business; therefore, it is important that we have a customer care team that focuses on consistently delivering exceptional service to all customers. We are looking for a German speaking agent to join our global support team. You will be providing customer support using phone, emails, and chat. You will implement corrective action as needed to ensure an excellent standard of service and a high level of customer satisfaction is maintained. You will also assist our Ecomm and marketing teams with translations when needed.


Main Duties and Key responsibilities:



  • You will be our main point of contact for our German customers, so you will need to be fluent in German, both spoken and written.

  • Responsible for providing an optimum level of service to our customers using the following streams of communication including, telephone, emails, live chat, and social media.

  • Taking ownership and resolving queries to a high standard in line with the company values and policies.

  • Aim to resolve queries on first contact, while focusing on minimising future contacts and simplifying processes for the benefit of customer experience.

  • Collaborate across teams to consistently get the right solution for the customer in line with our SLA.

  • Accurately capture the reasons for contact to allow the business to understand which areas to focus on for improvement.

  • Focus on achieving agreed KPI target for quality and productivity.





Requirements



Knowledge, competencies and Skills (specific to the role)



  • Excellent verbal and written communication skills.(Bonus if you speak another language besides English and German.)

  • Self-proficient with the ability to handle multiple varied tasks.

  • Ability to build rapport with customers and colleagues across the business.

  • Excellent people skills and emotional intelligence.

  • Proficiency using a computer and the ability to quickly learn a new software.

  • Organised with excellent time management skills.

  • Knowledge of luxury wholesale /retail /ecommerce or Highstreet background. - Bonus

  • Team player, organised, and a good communicator who thrives upon delivering excellent standards of service.

  • Ability to build rapport with customers and colleagues across the business.

  • A high standard of IT skills is required, and you must be competent in using Microsoft office.

  • Prides self on exemplary attention to detail

  • Eager to learn, is ambitious and solutions driven

  • Takes pride in their work

  • Proactive as well as reactive


The working hours will be (on a shift pattern mostly working on Monday to Friday)



  • Monday - Friday (08:00 - 00:00





Benefits



What can you expect?



  • A competitive salary

  • A very sociable, friendly and interactive environment

  • Highly qualified, supportive and ambitious teammates

  • Centrally located in the West End of London

  • Work From Home (as part of hybrid working policy)

  • Pension Plan

  • Discount Policy

  • Competitive Family Friendly Policies



Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Danielle Carter