Danish Speaker – Customer Care Advisor

Job Description

Job Title: Danish Speaker – Customer Care Advisor –

Inbound & Outbound Operations

Clients: Nordics team

Salary: £28K

Commission: Attractive commission structure and company benefits

Location: Docklands, London

Hours: 40 hours per week (Monday to Friday 8am – 5pm)

Main Purpose of Role

Working with the Danish market, supporting new customers in their transition to a smoke-free alternatives. Being the point of contact for customers, to ensure customers get the assistance they need by email, phone, chat, video, or social media. Offering extra support in the beginning of their journey as part of a very proactive and highly performing team that engages with customers, offering extra support in the beginning of their journey with smoke-free alternatives and resolving customer queries ensuring our customers receive excellent Customer Service and their expectations are met.

As Customer Care Advisor you will be an ambassador for the company, with a strong desire for supporting customers.

Gain a good understanding of Consumer needs and provide proactive support early on

Develop a good knowledge and empathy to the customer’s needs on their journey to transition from cigarettes to healthier alternatives. Understanding consumer needs and overcoming any objections.

Acquire a good knowledge of smoke-free alternatives and utilise it to address consumer needs

Manage inbound and outbound calls and provide customers with a high standard of service to solve customer’s needs.

Drive Consumer Experience

Be the first point of contact with customers by:

WELCOMING the customers to the gateway of a new lifestyle by being friendly, warm, and hospitable, proactive, and engaged.

EMPATHISE and understand customer’s challenges by listening with intent and without dismissing customer’s concerns.

COMPASSIONATE towards customers and personalise your approach to our customers pace and situation by speaking their language, understanding customer’s personal needs

ASSIST and guide nicotine users through their journey, answering consumer questions and concerns, supporting them in the next steps and making the right decision.

RESPECT customer’s opinions and personal choices while being polite, approachable, and accommodating, listening customer’s feedback in order to improve their experience and enable building a long-lasting and meaningful relationship with smoke-free alternatives.

Requirements

• Great team player
• Great Customer Service skills
• Excellent interpersonal and communication skills (written and spoken)
• Excellent attention to detail
• Passionate about helping others
• Persuasion skills
• Experience working with customers (face to face or remotely)
• Tech-savvy