Multilingual Customer Experience Consultant - Ringwood

Job Title: Customer Experience Consultant - German Speaking!
Salary: £24,557.28 basic + £1k bonus
Location: Ringwood, Hampshire
Hours: 40 paid hours per week typically between the hours of 8am and
5pm Monday to Friday

Remote working after 4-6 weeks training in the office.

Overview:

We are a financial services company, specialising in Accident Insurance Plans. We have been established in the UK for over a decade; during which time we have worked with many leading financial services and retail companies.We are regulated by the Financial Conduct Authority (FCA) in the UK.

We provide multi-channel (phone, email, letter, fax) and multilingual (English, German, Spanish) customer service support from our Ringwood contact centre. This means that we handle communications from customers in regards to policy enquiries, cancelling policies, updating customer details (address, payment methods), initial claim enquiries and general policy or customer enquiries.
As the products are highly regulated the environment we work in is highly regulated with maximum focus on TCF (Treating Customer Fairly).

We aim to provide an exceptional customer experience to all customers and we continually measure customer satisfaction in the contact centre to make sure we deliver this!

Skills Requirements

1. Ability to quickly establish rapport with customer/prospect through the use of
approach ability, empathy, addressing the customer by name & intelligent questioning
2. Ability to assimilate, relay & provide information whilst paying close attention to detail
3. Ability to respond to customer queries and complaints via email or letter in both English and German
4. Ability to remain positive, courteous & professional at all times
5. Focus on customers to deliver the FCA guidelines and fundamentals of the call we require. At all points making sure the customers are treated fairly.
6. Ability to communicate and empathise and a real willingness to help.
7. The ability to stay focused and controlled, ensuring all core elements are addressed methodically.
8. You will be expected to complete additional duties when required
9. To have fun at work!

CRB and Credit Check
You will need to pass both a CRB and Credit Check.

CPProfessional

The Recruitment Co. is an equal opportunities employer and we're committed to diversity and inclusion in the workplace.