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- Tasks: Provide top-notch customer service via calls, emails, and digital platforms.
- Company: Join Clinigen, a leader in IT services and consulting, dedicated to exceptional customer care.
- Benefits: Enjoy 27 days holiday, flexible benefits, and shopping discounts.
- Why this job: Be part of a dynamic team that values your input and fosters personal growth.
- Qualifications: Fluent in German, with GCSE or equivalent and customer service experience required.
- Other info: Flexible working environment with opportunities for training and career advancement.
The predicted salary is between 28800 - 43200 £ per year.
Customer Service Executive – German Speaking
Customer Service Executive – German Speaking
3 days ago Be among the first 25 applicants
We welcome applications from individuals based within a commutable distance to our Burton-On-Trent, Staffordshire or Weybridge, Surrey offices.
Key Responsibilities:
Self-Managed with ability to self-check work whilst handling a range of customer contact within a customer service environment, using knowledge and skills gained through training to provide our customers with an outstanding level of service in an efficient and effective manner. Customer contact is referencing, but not exclusive to, in and outbound telephone calls, emails, faxes and any digital platform related activity required to support our customers. An Account Executive will be trained on a range of systems related to support our service offering and will be required to showcase a professional and polished service whilst utilising these systems. A flexible approach is required as services may be subject to change. Expectation to deliver world class support and guidance to a range of global customers within the Customer Service department through:
Order and enquiry handling:
- Within set SLA\’s, and referencing the relevant internal reference instructions, process customer orders and enquiries accurately, efficiently in full through to completion to deliver the right drug, to the right patient, at the right time
- Adhere to set regulatory, legislative, and compliance-based SOP\’s whilst handling customer data and in accordance with Clinigen processes
- Process quotations and product sourcing enquiries in line with training and reference documents for respective regions
- Keep up to date with Standard Operating Procedures to ensure order and enquiry handling compliance
- Log any compliance-based enquiries in the Quality system as per SOP (excursion of stock, complaints, non-conformances etc.)
- Develop relationships with our customers to deal with enquiries first time and in full, where possible. Soft skill communication is clear and apparent at all times
Training and Process:
- Complete an ‘onboarding\’ training program specific to your Customer Services role and upon further experience, assist to deliver this training to new starters
- Ensure familiarisation and confidence in using all systems and processes within the Customer Services department in line with our departmental training hub and reference documents
- Input in improving customer experience by communicating any process constraints or improvement activity ideas
- Expectation to attend all compliance-based refresher training programs set by the Training Manager
- Provide constructive feedback to Clinigen using the Peakon system to showcase our expertise and to help be the voice of our customers
- Comply with all internal practices and SOPs. Customer Service authored SOPs should be well known
- Strive to achieve personal objectives set by line manager and relevant departmental KPIs and attend regular check ins with your line manager to record these in the company appraisal portal
- Develop and maintain an understanding of all relevant Clinigen and client products to support our customer needs
- Familiarise yourself with internal colleagues\’ processes to ensure a collaborative nature in our exchanges
Customer Relationship & Support:
- Respond to inbound calls, emails and faxes consistently meeting and maintaining the department KPIs ensuring that response times for the customer does not fall outside of SLA
- Follow company guidelines whilst thinking quickly and outside the box to offer solutions to meet the customer\’s needs
- Make outbound calls to our customers to support strategic projects or for a business requirement
- Ability to de-escalate calls and emails in an effective manner and know when to escalate to senior team members for resolution support
- Build long-term and ongoing external customer relationships through effective communication and interpersonal skills to ensure repeat business opportunity
- Collaborate with internal Clinigen Teams to ensure the customers account is compliant and created according to their needs i.e., online access
- Develop and maintain effective long-term working relationships with all internal customers and support functions within the business to aid customer management
- Ability to communicate and engage with a high level of professionalism and flexibility to adapt to our customers demands as per language and cultural requirement
- Support the customer needs in line with departmental KPIs
- When appropriate, promote Clinigen Direct and encourage customers to process their own orders through the digital platformEnsure that complaints and non-conformances are captured in line with our SOP\’s and corrective actions are
- implemented promptly to ensure customer relationship is maintained. Awareness to escalate when required
- Work in a flexible manner to assist and support other areas of the Customer Service department and customers as and when necessary
Additional duties:
The list of duties is not intended to be exhaustive but gives a general indication of the tasks involved. It is the nature of the company that tasks and responsibilities are, in many circumstances, unpredictable and varied. All employees are, therefore, expected to work in a flexible way when the occasion arises and acknowledge that tasks not specifically covered in their job description are not excluded.
Requirements
- Fluent Language ability (both written and verbal) for assigned region(s). Applicants with language capability where not a native speaker must be able to converse to an excellent level across all mediums
- Educated to a minimum of GCSE and or equivalent regional qualification
- Demonstrable experience of working in a Customer service environment
- Excellent communication skills with a customer centric focus
- Ability to multitask with ensuring great organisational skills
- Adaptable and dynamic approach to ensure the role mimics developing industry trends and technological developments
- Good working knowledge of all Microsoft Office packages. Oracle system and digital experience a distinct advantage
- Potential experience in a Customs environment
Benefits
- 27 days holiday plus 8 bank holidays
- Pension contributions 4.5% matched
- Life assurance 4 x annual salary
- Flexible Benefits Platform with £25/month Company contribution
- Annual salary review
- Independent financial advice service
- Enhanced Employee Assistance Programme
- Shopping discounts with retailers
- Long service awards
- Recognition scheme & employee of the year awards
Seniority level
-
Seniority level
Entry level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service
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Industries
IT Services and IT Consulting
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Customer Service Executive - German Speaking employer: Clinigen
Contact Detail:
Clinigen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Executive - German Speaking
✨Tip Number 1
Familiarise yourself with the specific customer service systems and processes mentioned in the job description. Understanding how to navigate these systems will not only boost your confidence but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Brush up on your German language skills, especially in a customer service context. Being able to communicate effectively with customers in their native language can set you apart from other candidates and show your commitment to providing excellent service.
✨Tip Number 3
Research Clinigen and its products thoroughly. Having a solid understanding of what the company offers will help you engage with customers more effectively and showcase your enthusiasm for the role during any interviews.
✨Tip Number 4
Prepare to discuss your experience in handling customer inquiries and complaints. Think of specific examples where you've successfully resolved issues or improved customer satisfaction, as this will highlight your relevant skills and experience.
We think you need these skills to ace Customer Service Executive - German Speaking
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles where you've used your German language skills. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to communicate effectively in German. Mention specific examples of how you've handled customer inquiries or resolved issues in previous roles.
Showcase Soft Skills: In your application, emphasise your soft skills such as communication, adaptability, and problem-solving. These are crucial for a Customer Service Executive role, so provide examples of how you've successfully used these skills in past experiences.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are key in customer service roles.
How to prepare for a job interview at Clinigen
✨Showcase Your Language Skills
As a Customer Service Executive - German Speaking, it's crucial to demonstrate your fluency in both written and verbal German. Prepare to answer questions in German during the interview to showcase your language proficiency.
✨Familiarise Yourself with the Company
Research Clinigen and understand their products and services. Being knowledgeable about the company will help you answer questions more effectively and show your genuine interest in the role.
✨Prepare for Customer Scenarios
Think of examples from your past experiences where you've successfully handled customer inquiries or complaints. Be ready to discuss how you de-escalated situations and built relationships with customers.
✨Demonstrate Adaptability
The job requires a flexible approach due to changing services. Be prepared to discuss how you've adapted to changes in previous roles and how you can apply that adaptability in this position.
