Detalii loc de munca
The client is a recognized leader in providing platforms, people and services to support high-value interactions at every stage of the customer lifecycle. Acquire. Support. Renew. From initial customer acquisition through renewal – our suite of complementary services and technology provides you with the support you need to satisfy even the most complex customer requirements. By delivering from our locations in Asia, Europe, Latin America, and the United States in over 33 major languages, we give our clients the global reach essential for business success. Our results: satisfied clients, some with relationships of 12 years or more. Responsibilities: • Provides a warm, friendly and personal inbound customer service to prospective customers through inbound voice, email, web chat and social media, in both German and English • Takes the opportunity to ‘Shine’ through every interaction by showing a lively interest in customers, having a natural approach in communication, becoming a local expert and being an advocate for the brand. • Leads the team in providing professional expertise and embracing the client brand in every interaction with the customer making it an individual experience. • Adherence to agreed processes, service level agreements and driving and exceeding individual and team targets. Proactively seeks ways to improve the customer experience through each interaction • Takes ownership to enhance own learning to ensure sufficient knowledge to excel in the role. • Multitasks and adapts to a fast paced environment. • Continuously searches for improved ways of responding to customer needs through all contact channels. • Proactively seeks feedback on ways to improve individual and team performance.
SKILLS Essential Criteria: • Fluency in written and spoken English and fluent in either French, German, Italian or Spanish • Customer Focus – 6 months experience in telephone or face to face Customer Service, building relationships with the customer • Specialist Expertise – Genuine interest and passion for fashion. Has an awareness of promoting the client brand. Understanding of social media platforms • Working with Others - Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale • Planning & Organising - Ability to multitask on various contact channels to achieve personal and team targets. Plans and prioritises workload in accordance with contact volumes • Effective Communication - Excellent communication skills both verbal and written • Resilience - Demonstrates resilience and ability to work on own initiative • Problem Solving - Demonstrates problem solving and shares best practice with the overall customer experience, focusing on customer engagement • Responsibility for Results - Demonstrates ownership and accountability to achieve deadlines and targets, takes ownership to increase knowledge of the brand.