German Contact Centre Agent

Role Purpose:

To proactively provide comprehensive guidance, information and resolution of enquiries and service requests raised by internal and external customers. 
As a member of the Customer Contact Team, to positively contribute to achieving the highest standards of Customer service, ensuring the delivery of service requests, quality information, advice and promoting customer service excellence.


Key Responsibilities:


• Receive requests, assess and establish the reason for the request, together with its urgency, and taking prompt, appropriate action in accordance with procedures and instructions for all services 
• To resolve customer enquiries by telephone, electronically, fax or post
• Use customer service IT packages and update and maintain computerised information systems to ensure the Service performs successfully 
• Resolve enquiries as far as possible to their conclusion.
• Take follow up action and represent the customer in an effective manner by liaising with service delivery teams and partners in a coordinated way 
• Participate in the development of Customer Services and contribute to continuous learning.
• Ensure a proactive, positive and flexible approach to the variety of tasks and work patterns within the role as Customer Services develops, enabling effective and appropriate staffing levels to meet customer demand.
• Deal with customer’s complaints in accordance with the Corporate Complaints process, advise customers of the applicable procedures, proactively resolving complaints wherever possible and recording them as advised and escalate to “2nd line support” if required
• Deal with receipts of and requests for payments (for Direct Debits and card payments) and preparation of associated paperwork in an efficient and effective manner 
• Receive incoming calls whilst adhering to published KPI’s and SLA’s. 
• Assist with new customer’s enquiries and set up new accounts within defined deadlines.
• Process orders received via the telephone, fax, e-mail or internet.
• Be proactive in the area of customer retention.
• Use different internet sites to resolve parcel queries. 
• Input data into excel spreadsheets. 
• Develop relationship building opportunities with both new and existing customers.
• A good understanding of the Company’s products and business structure.
• Offer administrative support to all areas of the business.


Key Attributes:


• Must be fluent in both oral and written German and English
• The ability to navigate, understand and update the various customer service systems utilised within the Contact Centre. 
• Exhibit excellent communication skills with both internal & external customers.
• Demonstrate an aptitude for building excellent relationships at all levels.
• Be able to display the capability for providing a consistently high level of customer service.
• A positive approach, flexibility and a willingness to “go the extra mile”.
• A willingness to represent at events and with visitors.
• Taking ownership for solving problems, and when there is a problem, making sure it gets solved or passed on appropriately
• Treating all customers with respect, always trying to understand and act on their needs.
• Looking for ways to be efficient in everything you do.
• Focussing on the right priorities.
• Taking initiative and working with others to achieve results.
• Understanding own health and safety responsibilities. 
• Looking for ways to do things better for the customers.
• Being open to learning and new ideas.

Salary

Between £18,000 - £20,000 per annum

Location 

St. Neots, Cambridgeshire
  •  2on2off shift system
It works on a 2 week cycle 35.25 hours per week (average working hour week) – please see below an example of the shift rotation:
Week 1- Monday & Tuesday on, Wednesday & Thursday off, Friday Saturday on
Week 2- Monday & Tuesday off, Wednesday & Thursday on, Friday & Saturday off. The hours of work are 7am until 8pm, 1 hour and 15 minutes break during the day
  • 09:45 – 18:00 – standard 37.5 hour week Mon-Sat 7.5 hours a day with 45 minutes for lunch

  •  07:00 – 15:15 - standard 37.5 hour week Mon-Sat 7.5 hours a day with 45 minutes for lunch

  •  08:00 – 16:15 - standard 37.5 hour week Mon-Sat 7.5 hours a day with 45 minutes for lunch


Relocation Package:


Candidates who are willing to relocate must enquire for further information.
Send us your CVs at with the subject COSTUMER SERVICE SUPPORT.