Customer Service Administrator (with German)
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Job Location:
Motherwell - UK
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The Customer Service Administrator(with German) acts as the first point of contact for customers seeking assistance providing them with the necessary support and information to ensure all customer needs and expectations are met.
Theyrespond to inbound customer calls and emails regarding orders returns and any related issues:problems order amendments shipping and resolution times will play a critical role in fostering strong customer relationships both internal and external enhancing brand loyalty and delivering a positive customer experience to contribute to the overall success of the organisation.
JOB DUTIES:
- Customer Interaction:Take individual responsibility for a dedicated number of customer with customers through various channels such as phone calls emails and other platforms to support their needs. Manage the relationship on a day-to-day basis in an appropriate and professional manner.
- Issue Resolution:Troubleshoot and resolve customer complaints promptly and efficiently. This includes identifying the problem offering viable solutions and escalating complex issues to appropriate departments or individuals when in regular meetings with suppliers on item flows (Past Due review escalations exceptional demand order outlook etc.) and determine actions to correctively solve any issues. Partner with appropriate team members to execute the recommendations.
- Order/Returns Processing:Assist customers in placing modifying or cancelling orders. Where a return is required ensure the transactions are managed and processed in line with company policy. For your allocated accounts manage the open order book and interface with supply locations and distribution centres retaining supply and delivery updates to provide feedback to customer.
- Feedback Collection:Gather customer feedback to understand their needs preferences and areas for improvement. This information is valuable for enhancing service quality and informing product development. Analyse customer data and feedback to identify trends and areas for improvement and provide recommendations to management for any corrective or preventative actions.
- Documentation:Accurately document customer interactions and maintain detailed records of issues solutions and communications. This serves as a valuable resource for reference and ensures continuity in customer support.
- Team Collaboration:Work closely with other departments such as salesC2C supply chain planning team etc. to ensure a unified approach to customer collaborative approach helps in resolving complex issues and implementing customer feedback.
- Product & Service Awareness:Maintain a level of understanding of the companys products and services to provide accurate information and assistance to customers. This often involves ongoing learning and training to stay updated with new offerings. Stay up to date with industry trends and best practices in customer service and use this knowledge to continuously improve our customer service processes and procedures.
- Achievement of Key Performance Indicators: Deliver key objectives and enhanced customer experience; Customer satisfaction ratings Employee Voice Survey results & Quality Results
YOU MUST HAVE:
- Fluency in German
- Solid working knowledge of Microsoft Office applications including intermediate Excel skills
- Strong communication abilities and a confident positive telephone manner with ease in engaging customers over the phone
- Ability to multitask effectively in a fastpaced environment
- A proactive enthusiastic and selfmotivated approach
WE VALUE:
- Previous experience in customer service
- Familiarity with managing export orders (advantageous but not essential)
- Strong organisational and interpersonal skills with great attention to detail
- Experience working with SAP is preferred though not required
WHATS IN IT FOR YOU:
- Hybrid working pattern with Mondays and Fridays based in your home office
- A modern comfortable and well-equipped working environment
- A positive supportive team culture where your German language skills help you build strong relationships with both colleagues and customers
#LI-AM3
#LI-HYBRID
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Resideo offers top-of-the-line home automation solutions to set up your best smart home system, including smart thermostats, security cameras and more.
