Multilingual Customer Service Advisor

At David Austin Roses, we re more than just a horticultural company; we re a passionate family business dedicated to breeding and cultivating the most exquisite English Roses.

With over fifty years of rich heritage, we take great pride in creating roses that are not only beautiful but also fragrant and charming. Our love for roses and commitment to excellence has made us a beloved name in gardens around the world.

We are incredibly fortunate to work alongside a talented group of individuals who share our passion. Together, we strive to bring David Austin Senior s vision to life from our beautiful home nestled along a charming country lane in Shropshire.

Primary purpose:

We are looking for a Multilingual Customer Services Advisor who can join us as we launch our first website in Germany This person will join an established English and French language team, and so having French language skills would also be of an advantage. Helping all of our customers through a variety of customer contact channels, including phone, email, Live-Chat and on our social media platforms this person will become our customers advocate, championing excellent service at each step.

Using call handling software to resolve horticulture and purchase queries and taking sales, you will be provided with training to become a local expert in rose knowledge, based onsite here at David Austin Roses in Albrighton, the home of English Roses - surrounded by hundreds of rose beds

We are currently looking for people to work a mixture of hours, between the hours of 8:30am and 6pm with the occasional Saturday.

The role:

Be the main contact for German language queries, both written and verbal.
Provide expert information and advice on rose selection and husbandry (products, growing conditions etc)
Support customers wishing to make a purchase & taking payments.
Provide information about additional, related rose products e. g. food, tools, planting, pruning
Arrange refunds where appropriate
Be the customer advocate, representing the David Austin Roses brand standards at all times.
Provide a friendly professional service to customers

Key Skills and Competencies:

• Excellent communication style
• Fluent in German and/ or French and English
• Able to build relationships quickly
• Customer orientated
• Willing to learn and develop rose knowledge
• Able to use call handling software and work to call handling targets
• Flexible approach to work
• Working as part of a team

Experience:

• Customer Service skills
• Working across a variety of customer contact channels

Job Types: Full-time, Permanent

Pay: Circa £25,000 pa

Benefits:

• 25 days annual leave per year (plus bank holidays)
• 1 day working from home per week (on site 4 days per week)
• Casual dress
• Company events
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking

Working Pattern:

• 8 hour shift

Location:

• Albrighton, Wolverhampton, West Midlands: reliably commute or plan to relocate before starting work (required)

Don t meet every single requirement? Studies have shown that women, Black, Asian and minority ethnic people are less likely to apply to jobs unless they meet every single qualification. At David Austin Roses we are dedicated to building a diverse, inclusive, and authentic workplace, so if you re excited about this role but your past experience doesn t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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