Customer Service Adviser - German Speaking

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