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German Customer Care Specialist

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German Customer Care Specialist  – 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
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

Apply now