German Customer service advisor - Hybrid - London

German Customer Service Advisor – Hybrid – London, London

Client: Cactus Search

Location: London, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: d4c95dfb0087

Job Views: 8

Posted: 26.04.2025

Expiry Date: 10.06.2025

Job Description:

German Speaking Customer Service Advisor – Central London – Hybrid working – Contact Centre & Live Chat Experience (ESSENTIAL)

£33k plus 5% bonus – No sales, purely service

Responsibilities:

• Provide first line response and be the point of contact for all customer queries
• Own and drive resolution over the Phone, via Email, and Chat with internal and external customers. Respond to all inbound contacts adhering to set targets (daily, weekly, and monthly)
• Analyze contact drivers to fully understand customer needs
• Achieve top quality Customer Satisfaction/Quality scores
• Update all system notes at the end of customer interactions, ensuring they meet department standards
• Adhere to the Complaints management process, and adopt a proactive approach to problem solving to prevent escalations
• Review FAQs regularly and update when necessary
• Provide translations and update standard responses
• Demonstrate role model behaviors by engaging and supporting colleagues to create a respectful and positive working environment
• Maintain a professional manner in all interactions with internal and external customers
• Ensure compliance with all applicable regulations, including GDPR guidelines
• Assist line manager with additional tasks as requested

Language Capability:

• Strong written communication skills in English to understand and respond to customer issues
• Strong written communication skills in both English and German to understand and respond to customer issues

Skills and Abilities:

• Proficient in all Microsoft Office packages
• Organized with a high sense of priority
• Good numeracy, accuracy, and attention to detail
• Strong work ethic, able to work independently and as part of a team
• Passionate about our brand and customer service
• Excellent interpersonal skills with the ability to build and maintain strong relationships

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