German Speaking Customer Care Administrator

Established over 30 years ago, Lifeplus's mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them. We manufacture and distribute high-quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing. At Lifeplus, we celebrate and embrace diversity and believe that our success comes from creating a caring and fun community.

Job Purpose: Our Customer Care Administrators provide excellent customer service to the network by building relationships, resolving queries on a wide variety of complex topics, and processing orders and changes. Customer Care is the first contact point for our network and the role is to truly represent the values and principles of Lifeplus.

The role will include but is not limited to:

• Answer customer queries and process incoming customer requests via phone using Lifeplus Puzzel ticket management software in line with Lifeplus policies and service level agreements.
• Make outgoing phone calls to customers where appropriate in order 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 at all times when handling customer requests.
• Participate in the ongoing development of Lifeplus Customer Care and the wider business, and proactively contribute to personal learning and improvement.
• Keep up to date with processes, and ensure a thorough understanding of the company’s business structure and product portfolio.

Candidate Profile:

• Passionate about delivering excellent customer service.
• Must be fluent in both oral and written English and German.
• Excellent IT skills.
• Knowledge of sales process and ordering systems is desirable but not essential.
• Excellent communication skills with both internal & external customers.
• Able to build good relationships at all levels with a positive and flexible approach.
• Able to solve problems, have initiative, and open to continuous improvement and learning.
• Must be positive, resilient, and adaptable to change.

The values you’ll stand by:

• Be generous with your knowledge; knowledge is only powerful if you share it with others.
• Bring integrity; listen first and then speak.
• Embrace transformation; be brave – it’s easier to stick to what you know but we learn from our mistakes.
• Have quality at the heart of what you do; always give your best and expect the same from others in return.

What we offer you:

• LIFE Program – providing you the opportunity to develop and take the first steps in progressing your customer care career.
• 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.
• Free monthly Lifeplus nutritional and personal care products.
• Life assurance.
• Discounts at leading brands and retailers.

Various shift patterns to choose from:

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

Location: Lifeplus House, St Neots. This role involves a mixture of home and office working; however, we do ask that candidates are able to commute to our St Neots Office.

The responsibilities and attributes listed above are indicative; they are not exhaustive and are not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.

Please note: The successful applicant will be required to undertake a criminal record check. Please advise us in advance if you have any special requirements if you are asked to attend an interview.