German Speaking Customer Service Coordinator

GERMAN SPEAKING CUSTOMER SERVICE COORDINATOR

MONDAY - FRIDAY:

£25,500 - £29,500 PER ANNUM

People Solutions are looking for a German Speaking Customer Service Coordinator for our client based in Lichfield.

You must be able to speak German as you will be liaising with customer groups, some of which only speak German as their first language.

Benefits

• Free Parking
• Canteen
• Vending Machines and break out area
• Progression Opportunities
• Permanent position

Day to Day Duties

• To deliver a first-class support service to German speaking and other customer groups
• Managing inbound calls and emails
• Resolving all product, technical, pricing and marketing enquiries within agreed Service Level Agreements
• Write and update marketing content for company websites and social media pages to create lead generation and optimise social media activity
• Work closely with the UK marketing team
• Handle incoming calls, emails from German speaking franchisees and export customers to a high standard within given timescales and in-line with company procedures
• Deliver a first-time response (FTR) to customers with sales, technical, marketing, design requests and transportation queries
• Manage orders through the franchisee order portal and handle queries related to our franchisee orders, product supply and deliveries
• Liaise with hauliers and complete all associated documentation
• Provide order entry support to export markets not on the order portal
• The creation of order acknowledgements, sales quotations and relevant export paperwork
• Processing of goods returns notes for ROW (RMA's), including raising of import clearance
• Follow the process for the return of IBCs/Pallets, checking invoices from importer and sign off to Purchase Ledger
• Deal with complaints to a high standard as per the company policies and procedures using IFS CRM to record all information and track progress
• Maintain the Service Level agreement of case closure within five working days

Essential Skills

• GCSE C and above in English, German and Mathematics (or equivalent qualification)
• Ability to speak German fluently so that you can liaise with clients who only speak German as their first language
• NVQ Level 2 in customer service (or equivalent) • Excellent communication and interpersonal skills
• Ability to process a large amount of routine deadline driven work and multitask
• Friendly telephone manner
• Empathetic and patient
• Able to deal with customers in a calm and composed manner.
• Takes ownership and follows things through to completion
• Highly motivated with a positive attitude
• Team orientated

Desirable Experience

• Excellent customer service experience (ideally 5+ years)
• Previous experience in handling technical / product related enquiries
• Used to managing and resolving customer complaints
• Previous administration experience
• Knowledge / experience of using social media channels
• German Translation experience

Training

• Training provided

Apply

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