At a Glance
- Tasks: Provide luxury customer service via calls, live chat, and emails while making bookings and handling enquiries.
- Company: Join a leading brand in the beauty industry with a focus on customer satisfaction.
- Benefits: Enjoy generous discounts, well-being policies, and a supportive work environment.
- Other info: Flexible hybrid working model with excellent career growth opportunities.
- Why this job: Be a brand ambassador and make a real difference in customers' experiences.
- Qualifications: Fluent in German and English, with strong customer service skills preferred.
The predicted salary is between 30000 - 42000 £ per year.
We have created a brand new role in our team for a German Speaking Customer Care Consultant as we begin to directly service our customers in Europe. The role of the Customer Care Consultant is to deliver a supportive, luxury service to our customers by answering all inbound calls and queries across all channels (phone, live chat, and email).
Key activities could include:
- Making bookings, placing orders, dealing with enquiries, complaints, and reactions.
- Making effective product and treatment recommendations to ensure our customers have the best possible experience aligned to our brand values.
You will report to the Team Leader and be supported by a friendly team of Customer Care colleagues. This role is a Full Time (40 hours per week) opportunity. Shift times can vary and we do have flexibility with this: some days you might work 9am - 5:30pm and other days could be 10am - 6:30pm. We work with a Hybrid model, which means you will work three office days based on site in Avonmouth, and two days working from home.
What Will You Do?
- Answer all calls, live chat and emails within the agreed timescales.
- Ensure all calls, live chats, emails and bookings are made accurately.
- Ensure that any orders, bookings, enquiries and complaints are turned around within 24-48 hours striving towards a first-time resolution.
- Make outgoing calls when requested to customers including spa booking confirmations.
- Contact courier companies with delivery queries on behalf of the customer when required processing the necessary paperwork if needed i.e Claim Forms.
Brand Ambassador:
- Perform online and offline lifestyle consultations according to customer requirements.
- Make effective product and treatment recommendations to encourage clients to purchase appropriate products and make appropriate bookings.
- Educate oneself with updated product information, details of promotions and offers and actively participate in coaching and training sessions.
- Upsell and cross sell to the advantage of the company and the client.
Organisation:
- Follow our policy/procedures accurately and deal with all enquiries in a satisfactory manner and elevate where necessary.
- Actively record internal notes on all systems.
- Action, log and record product reactions following company procedures.
- Ensure that all GDPR and Data protection is followed.
What we are looking for:
- Fluent in German; written and verbal.
- GCSEs in Maths and English grades A-C or equivalent.
- Contact/call centre experience preferred.
- Fluent in English language, additional languages are a bonus.
- Good customer service skills in a similar role an advantage.
- Retail/Sales experience an advantage.
- Good administrational skills.
- General computer literacy and knowledge of office equipment.
- Good numerical skills.
What we offer you:
- Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more).
- Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more.
- Generous Holiday Allowance, increasing with length of service.
- Company Pension Scheme.
- Bonus Scheme.
- Healthcare Cash Plan (with Dental).
- Private Medical Insurance.
- Employee Assistance Programme for all Associates and their families.
- Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards.
- Much, much more!
Some benefit eligibility is based on length of service or contract type.
Customer Care Consultant - German Speaking in London employer: ELEMIS
Join our dynamic team as a Customer Care Consultant in Avonmouth, where we pride ourselves on delivering a luxury service to our customers. With a supportive work culture, flexible hybrid working options, and a range of generous benefits including a company pension scheme, private medical insurance, and a fantastic staff discount on ELEMIS products, we are committed to your professional growth and well-being. This is an exciting opportunity to be part of a brand that values its employees and fosters a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Consultant - German Speaking in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ELEMIS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ELEMIS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Consultant - German Speaking in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ELEMIS:Your cover letter is your chance to shine! Tell us why you want to work at ELEMIS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ELEMIS!
How to prepare for a job interview at ELEMIS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
