Address
Form of work
Salary£33,100 plus 5% bonus - No sales purely service
RESPONSIBILITIES:
- Provide first line response and be the point of contact for all customer queries
- Own and drive resolution over the Phone, via Email and Chat with internal and external customers Respond to all inbound contacts adhering to set targets (daily, weekly and monthly)
- Analyse contact drivers to fully understand our customer needs
- Achieve top quality Customer Satisfaction/Quality scores
- Update all system notes at the end of the customer interaction ensuring they meet the department’s required standards
- Adhere to the Complaints management process, and adopt a proactive approach to problem solving in order to prevent escalations
- Review continuously FAQs and update when necessary
- Provide translations and update standard responses
- Demonstrate role model behaviours by engaging and supporting your colleagues to create a respectful and positive working environment
- Adopt a professional manner in all interactions with internal and external customers
- Ensure compliance with all applicable regulations. This will include but is not limited to all GDPR guidelines
- Assist line manager with additional requested tasks
LANGUAGE CAPABILITY:
- Must have strong written communication skills in English to understand and respond to customer issues
- Must have strong written communication skills in English and German to understand and respond to customer issues
SKILLS AND ABILITIES:
- Computer literate in all Microsoft packages
- Organised, with high sense of priority
- Good levels of numeracy, accuracy and attention to detail
- Strong work ethic, can work independently and as part of a team
- Passionate for our brand and Customer service
- Excellent interpersonal skills and the ability to build and maintain strong relationships
