German Speaking Customer Relations

Selective Marketplace
£20,000-22,000 pa
03 Oct 2016
27 Oct 2016
Customer Relations is an integral part of an on-line mail order company. Our mailings are relevant, frequent and are directed at our primary target audience across the UK, US and Germany. Role We have a great opportunity for a highly motivated and skilled Assistant to the Manager to work in the German team. The successful candidate will be working alongside the Customer Relations Manager, to assist with the smooth running of the German Customer Relations team. This is a new role to the team and will require a certain level of flexibility and the ability to move between functions as and when required. Responsibilities The main purpose of the role is to ensure a high level of customer service for our German customers by resolving customer enquiries, streamlining systems and identifying training and development needs. The main tasks are as follows: - first contact point for all queries, delegating or dealing with them as appropriate - manage the workflow in German Department in close cooperation and in dialogue with the Customer Relations Manager - ensure all customer complaints are handled well and in an appropriate priority order - be aware of the limitations of the team and provide help and advice when necessary - take note of customer complaints, investigate causes and solutions and communicate any improvements in process or procedure to the team - create communications and/or training material for German Department and the Call Centre as appropriate - work closely with the whole Customer Relations Management team to ensure communication and information across all three markets are consistent - communicate with other departments on changes to be made on the German Poetry and Wrap and catalogues as necessary - identify and communicate stock, order or system issues - process stock adjustments - update call centre on catalogues and newsletters release dates - develop a good knowledge of the products, processes and procedures - ensure all communication whether by telephone or in writing are processed in a clear, professional and efficient manner - monitor and measure customer response rates to adhere to the 24 hour response target