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Role Purpose:
To provide an excellent level of customer service to our German Sportsshoes.com 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)
Line Manager - Customer Service Manager
