Remote Customer Care Representative in UK - Bilingual German

Job description

Work for a unique company with lovely, kind and generous people. Customer Care Administrators provide excellent customer service to the German network by building relationships, resolving queries on a wide variety of complex topics and processing orders and changes. Customer Care is the first contact point for the German customer network and the role is to truly represent the values and principles of our client.

Key Responsibilities:

• Answer German customer queries and process incoming customer requests via phone and email management software.
• Process customer orders via various Non Voice channels (Quick Order, Web Order, Fax) using in-house system software.
• Make outgoing phone calls to customers where appropriate in order to achieve a satisfactory resolution.
• Develop relationships where possible, building opportunities with both new and existing customers and ensuring high levels of customer retention at all times.
• Ensure a flexible and positive approach at all times when handling customer requests.
• Participate in the ongoing development of Customer Care and the wider business, and contribute to personal learning and improvement.
• Keep up to date with processes, and ensure a thorough understanding of, the company’s business structure and product portfolio. There is no requirement to give advice on specific product recommendations.

Key Attributes:

• Must be fluent in both oral and written English and German.
• Excellent communication skills with both internal & external customers.
• Able to build good relationships at all levels with a positive and flexible approach.
• Able to solve problems, have initiative, and open to continuous improvement and learning.
• Familiar with applications Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Computer literate
• Must be positive, resilient and adaptable to change.
• Must have a UK visa

Hours and Days:

5x - week rotation:

o Week 1: Monday to Friday - 07:00 to 15:15

o Week 2: Monday, Tuesday, Thursday, and Saturday - 07:30 to 15:45

o Week 3: Monday to Friday - 11:00 to 19:15

o Week 4: Monday, Tuesday, Thursday, Saturday - 08:00 to 16:15

o Week 5: Monday to Friday - 11:45 - 20:00

This role offers a mixture of home and office working, typically 1 day per month will be in the modern and fun integrated office in Cambridgeshire to collaborate with colleagues. Days and requirements may change in line with business needs.

Our client's customers are from all walks of life as their colleagues and this is what makes them a different kind of company. We all have a part to play in diversity and inclusion and they welcome everyone to be brave, be kind and be open minded because you can make a difference. The responsibilities and attributes listed above is indicative it is not exhaustive and is not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how our client currently see the role.

Salary: £25,000.00 per year

Whats on offer:

• Rewarding salary packages Contributory pension scheme of up to 6%
• Opportunity to buy & sell holiday
• Gym membership discounts
• Contributory hospital and health cash plan
• Discounts at leading brands and retailers
• Relocation support package for anyone located 50 miles or more from our main office house
• Cycle2Work scheme
• Eye care vouchers
• Free nutritional and personal care products at work
• Life assurance
• Remote working
• Job Type: Full-time

Experience:

• Customer service/sales/ administration: 1 year (preferred)
• German Language (C1 level min) required

Work Location: Remote

Reference ID: CS2024GER

Expected start date: 07/10/2024 or 07/11/2024