Back to search.The Collinson Group - German Customer Service Agent
| Employment Type: | Permanent |
| Location: | South London - London, United Kingdom, Croydon |
| Salary: | 17k |
| Languages: | German |
PURPOSE OF THE JOB
*As a Membership Service Representative, you will be responsible for dealing with all member queries through the telephone, email, fax and post in more than one language as required and within given service levels, offering an elite membership service at all times which will ultimately lead to the best member experience.
KEY RESPONSIBILITIES
*To handle all incoming member contacts, queries and complaints professionally, ensuring all brand guide lines, business rules, codes of practice and client procedures are strictly adhered to in order to ensure optimum member satisfaction by ensuring correct and accurate information is relayed to the member at all times
*To ensure that all individual client Service Level Agreements are achieved or exceeded
*To maintain the highest standards of data entry in all Back Office systems so that all member records are always fully up to date and accurate
*To pro-actively encourage best practice and flag any potential areas of service improvement.
*To provide feedback to the management team for any processes or procedures that may need revising due to new products or services that have been recently launched.
*To ensure excellent service is provided across all products
*To offer back up and support to all relevant internal and external departments when required
KNOWLEDGE, SKILL & EXPERIENCE
*Experience of a Customer Service environment
*Excellent listening skills
*Clear confident & professional telephone manner
*Excellent written & spoken English
*Fluent written & spoken German
*Excellent numeracy
*Excellent record of accuracy (data entry)
*Good organisation skills & the ability to prioritise to meet deadlines
*Ability to work on own initiative
*Good team player
*Confident and enthusiastic
*Intermediate level of Microsoft Word, Excel and Outlook
ADDITIONAL INFORMATION
*37.5 hours per week
*Working hours will be part of a rotating shift pattern 08:00 – 20:00 covering 7 days per week (initially 9-5.30 Monday to Friday)
*As a Membership Service Representative, you will be responsible for dealing with all member queries through the telephone, email, fax and post in more than one language as required and within given service levels, offering an elite membership service at all times which will ultimately lead to the best member experience.
KEY RESPONSIBILITIES
*To handle all incoming member contacts, queries and complaints professionally, ensuring all brand guide lines, business rules, codes of practice and client procedures are strictly adhered to in order to ensure optimum member satisfaction by ensuring correct and accurate information is relayed to the member at all times
*To ensure that all individual client Service Level Agreements are achieved or exceeded
*To maintain the highest standards of data entry in all Back Office systems so that all member records are always fully up to date and accurate
*To pro-actively encourage best practice and flag any potential areas of service improvement.
*To provide feedback to the management team for any processes or procedures that may need revising due to new products or services that have been recently launched.
*To ensure excellent service is provided across all products
*To offer back up and support to all relevant internal and external departments when required
KNOWLEDGE, SKILL & EXPERIENCE
*Experience of a Customer Service environment
*Excellent listening skills
*Clear confident & professional telephone manner
*Excellent written & spoken English
*Fluent written & spoken German
*Excellent numeracy
*Excellent record of accuracy (data entry)
*Good organisation skills & the ability to prioritise to meet deadlines
*Ability to work on own initiative
*Good team player
*Confident and enthusiastic
*Intermediate level of Microsoft Word, Excel and Outlook
ADDITIONAL INFORMATION
*37.5 hours per week
*Working hours will be part of a rotating shift pattern 08:00 – 20:00 covering 7 days per week (initially 9-5.30 Monday to Friday)
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