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| Title: | German Speaking Customer Service (VR/02313) |
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| Date Posted: | 5th February 2015 |
| Salary/Rate: | £16,000 - £18,000 pa |
| Location: | St Neots |
| Type: | Permanent |
| Contact: | |
| Description: | Our client is looking for experience customer service administrators who are fluent in German. Duties will include;
Receive requests, assess and establish the reason for the request, together with its urgency, and taking prompt, appropriate action in accordance with procedures and instructions for all services
To resolve customer enquiries by telephone, electronically, fax or post
Use customer service IT packages and update and maintain computerised information systems to ensure the Service performs successfully
Resolve enquiries as far as possible to their conclusion.
Take follow up action and represent the customer in an effective manner by liaising with service delivery teams and partners in a coordinated way
Participate in the development of Customer Services and contribute to continuous learning.
Ensure a proactive, positive and flexible approach to the variety of tasks and work patterns within the role as Customer Services develops, enabling effective and appropriate staffing levels to meet customer demand.
Deal with customer’s complaints in accordance with the Corporate Complaints process, advise customers of the applicable procedures, proactively resolving complaints wherever possible and recording them as advised and escalate to "2nd line support" if required
Deal with receipts of and requests for payments (for Direct Debits and card payments) and preparation of associated paperwork in an efficient and effective manner
Receive incoming calls whilst adhering to published KPI’s and SLA’s.
Assist with new customer’s enquiries and set up new accounts within defined deadlines.
Process orders received via the telephone, fax, e-mail or internet.
Be proactive in the area of customer retention.
Use different internet sites to resolve parcel queries.
Input data into excel spreadsheets.
Develop relationship building opportunities with both new and existing customers.
A good understanding of the Company’s products and business structure.
Offer administrative support to all areas of the business.
The suitable candidate will be a fluent German speaker and demonstrate good communication and customer service skills. Some experience within an office environment is also a must.
This role will involve working some weekends
37.5 hour working week
22 days Holiday + 8 days UK Bank Holidays (pro rata) - Increases with Service.
Contributory pension scheme with additional company contribution up to 5% of basic salary - Available after probationary period.
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