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German Speaking Customer Care Advisers

Posted 26 January by Rise Recruitment Ltd Easy Apply Ended

The Role: German Customer Care Advisor

Location: Watford, Hertfordshire

Shifts: Days - 37.5hrs per week 5 days out of 7 (will require working Weekends on occassions)

Nights if desired: 4 - 11 hr Shifts per week - 4 shifts on 4 shifts off

Salary: 18 - 20 k p.a. Plus £4,800 uplift for night shifts

The Role:

Working primarily with the team of Customer Care Specialist Advisors - building a team within Customer Care to be part of our International Centre of Excellence. You will also work closely with other teams within Customer Care including Transformation, Real Time, Profit Protection and Customer Experience.

Responsibilities Include:

  • To ensure customers queries are answered with the aim of a first time resolution
  • To ensure that queries are responded to within our agreed response time
  • To ensure the best Customer Care experience is given to all customers
  • To achieve KPI’s whilst maintaining excellent quality
  • To handle customers across different platforms, including Social Media, Email, Live Chat and Telephony
  • To handle high-level customer escalations
  • You will work with your colleagues across Customer Care to identify and highlight trends in any customer queries
  • On-going language support for our outsource centre to quality monitor advisor responses and CSAT results
  • Become a virtual member of the Customer Care Transformation Team handling translation requests for advisor & customer FAQ’s and training and process documents
  • Work with our Implementation Team to test new and existing Customer Care processes

Skills and Experience:

  • Fluency in German and strong English
  • Proven previous experience in a Customer Care role (face to face or in a contact centre)
  • Good PC & typing skills
  • Excellent written and verbal communication skills
  • Experience/ability to translate text to your native language is highly desired
  • Able to work in a team
  • Good attention to detail
  • Flexible to work shifts

Reference: 34055100

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