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Participant Experience Agent

4 months ago

Newport Pagnell, United Kingdom BI WORLDWIDE Full time

BI Worldwide specialise in performance improvement, working with companies on sales and channel incentives, event management, employee rewards and employer branding initiatives.


We are looking to recruit a German Speaking Participant Experience Agent/Customer Service specialist to work as the first point of contact for users of the apps and initiatives that the company produces. You will handle email contact and inbound telephone calls effectively and efficiently.


Benefits - Competitive salary, life assurance, yearly company bonus, social club, personal development voucher, vast online training, referral bonuses and more


Location - Newport Pagnell (2-3 days a week in the office & 2 days working from home)


Responsibilities:


  • Respond to participant queries through the campaign hotlines and email helpdesk facilities adhering to all department processes
  • To process all weekly supplier back-order reports according to deadlines
  • Administer all Reward & Recognition campaigns, including order processing and monitoring of items ordered, and liaising with suppliers when necessary
  • Surpass both internal and external customer expectations, ensuring that all fulfilment is completed within deadline and to an exceptional standard
  • Provide quick and accurate fulfilment of gift vouchers and certificates on a daily basis
  • Follow all relevant Company and Quality procedures as stipulated by ISO 9001and GDPR
  • To assist with other administrative work as deemed necessary by the Team Leaders
  • Proactively respond to any requests from the Client Service seeking assistance
  • To provide a key link with our participants and ensure we maintain high levels of customer service
  • Maintain and update the databases according to the needs of the campaign
  • Organise and contribute to the preparation of paperwork and correspondence relating to the campaigns


Person Specification:


  • Experience working in a customer service role
  • Must have native level German language skills as well as high level English proficiency
  • Experience in a database operations environment
  • Understanding of database functionality
  • Agency experience desirable although not essential
  • Basic level of commercial awareness
  • Must be extremely flexible and available to work additional hours at peak times of the year to meet client deadlines
  • Excellent telephone manner
  • Clear communication skills, both verbal and written
  • Excellent attention to detail with strong sense of urgency
  • A self-starter and 'closer' of projects with a willingness to ask questions and learn
  • Proactive, positive outlook and 'can do' attitude with good relationship-building skills
  • A problem solver who is driven to exceed participant expectations
  • Good organisational skills
  • Good troubleshooting and decision-making skills, used to working on own initiative
  • Demonstrable knowledge of IT skills including Microsoft Access, Word, Excel and Outlook
  • Mathematics and English qualification to GCSE Standard