German Client Onboarding Associate

Job title: German Client On-boarding Associate

Start: 6^th July 2020

Location: London – (You will only be considered if you are already resident and living in the UK, as the role may start remotely but will eventually be office based)

Salary: £27,000 per annum + Excellent Benefits

Contract: Permanent

DESCRIPTION

Our client is a global leader in e-commerce and online sales. They are currently hiring a client On-boarding Associate to work within their Seller Compliance and On-boarding team. The primary responsibility of the Client On-boarding Associate is to provide direct support to Business Sellers, as part of their registration and on-boarding process onto the platform/online store.

You will act as the primary point of contact, collecting the required information and documentation and performing the relevant verification so that the Seller can complete registration and begin selling on the platform. You will be required to interact directly with clients through a live session. Your role plays a critical part in making the platform a safe and trusted place by giving a safe, and convenient on-boarding experience.

Responsibilities

• Effectively deal with challenging situations – ability to “think on your feet”.
• Ability to adhere to policies, processes and procedures and proactively flagging any obstacles to providing effective support to business customers.
• Ability to build strong working relationships, as you will be required to liaise with Compliance Operations and / or business Support teams to effectively and efficiently resolve client queries.
• Ability to use data to make critical decisions for the business and their customers.
• Provide prompt and efficient service to Sellers and Merchants including the relevant escalation of customer issues where required.
• Ensure compliance with process and procedures whilst achieving quality and performance metrics.
• Identify success barriers, provide solutions, and drive positive change through business improvement initiatives.
• Contribute to a positive team environment and proactively support other team members with difficult cases as needed.

Requirements

• Fluency in German and English. Clear and effective oral and written communication, with the ability to transition easily from communicating in both German and English fluently where required.
• Educated to degree level. Essential
• Prior experience working within a customer service environment is highly desirable.
• Passion for delivering world class customer service, maintaining a positive, supportive and professional manner.
• Technical (Computers & Internet) savvy, including MS Office Application Excel and Internet Explorer / Google Chrome.
• Business acumen in areas of e-commerce, online retail, wholesale is advantageous.
• Ability to follow specific detailed process steps, with to help with process improvement and customer experience.
• Strong prioritising and time management skills, with a high degree of flexibility & comfortable dealing with ambiguous situation.
• Demonstrates appropriate sense of urgency and adaptability in response to changing business needs.
• Demonstrates effective communication, composure, and professional attitude.