Customer Support Coordinator

Job Title: Customer Support Coordinator

Languages required: You must be fluent in German and English

Location: West London

Accountability: Reporting to Ecommerce Manager

Contract: Temporary to permanent

Salary : £25,000

Benefits: Pension scheme, Medical Cover, free access to events, Office Snacks

Our client is a global music technology manufacturer and ecommerce supplier. they are now concentration there international operation in their London office. The business is expanding their e commerce operation across Europe and are currently looking for an exceptional customer support coordinator to join their team.

The role of the Customer Support Coordinator is to effectively manage end user customer relationships from initial contact to resolution stage. Responsible for handling consumer sales,product,service enquiries via phone and email, including support for online orders.

Responsibilities

• Handle incoming customer enquiries via phone, email and other channels, providing excellent customer service at all times.
• Make outbound calls to customers to advise and obtain information necessary to process orders and resolve issues.
• Record all customer interactions ensuring that issues are resolved in a professional and timely manner.
• Process web returns.
• Liaise and build relationships with Marketing, Technical Support, Finance, and Sales to ensure effective resolution on all customer enquiries
• Interact and communicate with our supplier and vendor partners regarding customer activity/orders.
• Reporting on customer support, highlighting improvements and best practice.
• Ensure smooth running of ecommerce flow through constant monitoring and taking appropriate action where needed.
• Support other departments when required including both the Marketing and Sales Admin Teams.
• To assist the Ecommerce Manager as required in carrying out ad-hoc reporting tasks.

Requirements

• To be able to speak fluent German, English is essential
• Excellent communication skills (both written and verbal) including a warm telephone manner.
• Previous customer service experience is essential with a genuine interest in customer care.
• Previous experience working in Ecommerce would be an advantage.
• Excellent organizational skills with ability to multi-task and extremely detail oriented.
• Ability to resolve complaints and queries ensuring a high level of customer service.
• Proactive and highly motivated team player.
• Proficient in all Microsoft Office Packages.
• Ability to work to tight deadlines and to be able to demonstrate excellent time management skills.
• Knowledge or interest in DJing and music would be an advantage.