Customer Service - German and English Speaking

Salary: £27,500 + £4,125 retention bonus and benefits

17 months fixed term contract

Location: Sunbury

Working hours: 38.5 hours per week (8am - 5pm, Monday - Thursday with 1 hour lunch and 8am - 3pm on a Friday with 30 minutes lunch)

Hybrid: Tuesdays, Wednesdays and Thursdays in the office and the remaining two days can be worked from home

A global technology distributor is recruiting for a Customer Service - German and English Speaking. The right candidate will be responsible for emails, Chat and Social Media queries that come from throughout EMEA. To be able to multi-task and co-ordinate the return of products. This is a 17 month fixed term maternity contract until the end of December 2026, seeking an ASAP start where possible.

For this role, the successful candidate will be expected to work Tuesdays, Wednesdays and Thursdays in the office and the remaining two days can be worked from home. For the purposes of training, the first month may require them to be based in the office 4 days a week.

Responsibilities

Provide first level technical support. Requests that exceed first level technical support need to be logged and escalated to the Technical Support department. Translation help may be required on some cases.

Manage the Customer Service and RMA CRM inboxes ensuring that a 24-hour response is achieved.

To effectively monitor service levels and customer satisfaction and contribute actively towards a smooth customer experience. Clearly communicate with customers via e-mail and phone. Where applicable, deal with complaints from customers and make good business decisions to resolve them.

To create and maintain clear and detailed work records in the Kingston CRM database and other work tools and update the various logs when applicable.

Handle Live Chats requests from EMEA.

Experience

To have a minimum of 1 years administrative experience or customer facing duties

Demonstrate the ability to co-ordinate and resolve a variety of customer concerns/queries.

Ability to prioritise their own workload, be able to co-operate with others in a close team environment, be numerate and be able to use independent judgment.

To be computer literate and be able to multitask.

To hold a high level of written English to respond to emails and Chat enquiries in a highly professional manner.

Education

Must be fluent in German and English

A-level standard or equivalent

Degree level or equivalent (desirable)

The candidate must live within reasonable commutable distance of Sunbury-on-Thames (or be willing to relocate)