German speaking Customer Service Advisor

Title: German speaking Customer Service Advisor

Location: Watford

Salary: £12.05ph + Holiday Pay

Duration: 6-month contract with scope for extension

Shift patterns: (1 weekend in 3 (Sat and Sun), 2 consecutive days off in the following week)

08:00am – 16:00pm

09:00am – 17:00pm

10:00am – 18:00pm

11:00am – 19:00pm

We are looking for a German Speaking Customer Service Advisor to join a growing team. It is a front-line role with direct internal and external customer contact and a responsibility to ensure all customers receive a timely, fair and consistent response in a manner that represents the company.

Key Responsibilities

• Provide quality and personalised responses to a wide variety of customer (both internal and external) queries using email, phone and social media channels
• Assess customer requirements and aim to resolve queries first time whenever possible
• Update and maintain system records, ensuring the relevant information and approval has been provided
• Work within the continuous improvement culture of the business by looking for ways to improve and simplify processes and procedures
• Follow through on and manage all customer contacts (internal and external), resolving issues to an exceptional standard in a timely and efficient manner, recording information and updating key systems as required.
• Make outbound contacts with customers to resolve customer issues
• Perform administrative duties, such as manual processes, data entry to help gain customer insight and improve customer processes
• Deliver all services in accordance with agreed Service Level Agreements
• Understand operational processes and answer FAQ
• Responsible for own development and support others to maximise potential
• Leave all customers with a good impression
• Liaise with key internal departments where required to ensure a swift resolution of customer problems.
• Identify and escalate priority issues, only when other options have been exhausted
• Adhere to customer confidentiality guidance and data protection legislation
• Work within key targets/ SLAs set by the business

Key Skills, Knowledge & Experience

• Experience of front line customer service for both internal and external customers, ideally in a query-based environment (rather than order taking or sales)
• An understanding of what makes great customer service and a desire to deliver it
• Patience and the ability to empathise and build rapport with customers
• Attention to detail and being able to keep track of multiple tasks at once
• Good communication skills, with excellent written and spoken English and German and good listening skills
• Educated to at least GCSE (or equivalent) standard in Maths and English
• IT literate with good keyboard and internet skills
• Happy to work in a rota system, and be able to work weekends and/ or evenings
• Experience of working as part of a small dynamic team