Role Purpose:
To provide an excellent level of customer service to our German Sportsshoes customers on whichever platform they choose to contact us on (phone, webchat, emails, social media, etc.)
A successful International Customer Service Advisor will demonstrate the following skills and behaviour on a consistent basis:
Technical Competencies:
* Ability to converse, comprehend and communicate fluently in German.
* Management of the relevant Amazon and Website channels.
* Ability to produce minor translation work.
* Product knowledge
* Good levels of numeracy and literacy skills
* Excellent communication skills via email and on the phone
* Confident PC user with the ability to work with new systems
* An excellent understanding of the highest standards of customer care
Behavioural Competencies:
* To ensure the best Customer Care experience is given to all customers
* Be passionate about being the best you can be and want to achieve targets
* To ensure that queries are responded to within our agreed response time
* Genuine passion for speaking to customers, answering queries and a clear communicator
* To achieve KPI’s whilst maintaining excellent quality
* Flexible for both the Company and customers
* Organised
* Professional
* Resilient under pressure
* Team focused
* Able to build rapport and empathise with customers
There will be a requirement to process work in English (emails) to support the UK Customer Service Team.
Shift patterns:
* Weekday hours 9am-6pm or 7am-4pm
* Working Saturday 9-5 on a rota basis
* Extra hours when required especially in the peak period (November- February)