German Customer Service Advisor

Remote Based (however once/twice a month working in Cambridge office)

Salary: £23,500 + Fantastic benefits package including equipment provided

Four-week training program, week one and three in the Cambridge office

Our client is a fast-growing health and wellbeing service, they are looking for a strong customer service associate who will support their customers. You will be responsible for ensuring the success of the customers’ journey answering customers’ questions, concerns and overall needs and providing helpful solutions to them in an accurate and efficient manner, maintaining high standards of customer service across all interactions.

The role will include but is not limited to:

• Answer customer queries and process incoming customer requests via phone and email using ticket management software in line with company policies and service level agreements.

• Process customer orders via various non-voice channels (Quick Order, Web Order, Fax) using in-house system software in line with policies and service level agreements.
• Resolve both routine and complex enquiries in a thorough and expeditious manner, escalating to appropriate teams and individuals as required.
• Make outgoing phone calls to customers where appropriate to achieve a satisfactory resolution.
• Proactively develop relationships where possible, building opportunities with both new and existing customers and ensuring high levels of customer retention at all times.
• Ensure a proactive, flexible, and positive approach always when handling customer requests.
• Strive to achieve high customer satisfaction by going above and beyond.
• Motivate and encourage customers across the customer journey to maximise customer satisfaction.

On offer:

• Rewarding salary packages
• Contributory pension scheme of up to 6%
• Opportunity to buy & sell holiday
• Gym membership discounts
• Contributory hospital and health cash plan
• Cycle2Work scheme
• Eye care vouchers
• Life assurance
• Discounts at leading brands and retailers

Hours of work (37.5 hours per week)

5-week rotational shift:

• Week 1: Monday to Friday. 07:00 - 15:15
• Week 2: Monday, Tuesday, Wednesday, Thursday, and Saturday. 07:30 - 15:45
• Week 3: Monday to Friday. 11:00 - 19:15
• Week 4: Monday, Tuesday, Wednesday, Thursday, and Saturday. 08:00 - 16:15
• Week 5: Monday to Friday. 11:45 - 20:00