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German Customer Service Representative
2 months ago
Job Title: German Customer Service Representative
Salary: £28- £30
Remote working
You would be perfect for us if you speak, and write, English, French and German confidently (German is essential), have a real 'Can Do' attitude and an ability to work comfortably with ambiguity. You enjoy working as part of a collaborative and close-knit team. You are solutions focused, looking for ways to proactively improve ways of working that will improve the experience for our people and our customers. Flexible and adaptable, throughout the day you notice what needs doing and swap between different responsibilities from investigating customer queries, following up on emails, ensuring we keep on top of all current cases and also processing orders at times of peak demand.
What you'll do:
You will be playing a vital role in ensuring customers have excellent service as well as working with other teams to support with various activities ensuring customer satisfaction is met. The role entails a diverse range of responsibilities and requires exceptional communication skills alongside professionalism at all times.
Essential Functions
- Bring a positive energy to your work, our team and your interactions with our customers. Through collaboration we encourage each other to aspire to deliver the best performance we can, and to continue to grow our skills and impact
- Help us be an enjoyable place to work by being an enjoyable person to work with
- Represent BioLegend and be responsible for delivering a high quality and legendary service to all customers, external and internal. What you do here is very visible and has a high impact
- Ensure all customer orders are entered accurately into our system (Microsoft Navision) daily, effectively and within the Company’s timeframes/targets to maximize customer satisfaction and to support the Sales Team to drive sales growth
- Take ownership of customer issues and follow through to solve problems while exercising sound judgement, focusing on achieving a resolution that exceeds customer expectations
- Communicate promptly and proactively to customers any changes to their order status and any potential issues affecting supply or delivery timing
- Communicate with internal departments to resolve customer queries.
- Answering inbound calls, ensuring accuracy, efficiency, and the highest standard of customer service and have strong language skills in English, French and or German language to a fluent level
- Record customers enquiries in CRM when handling calls
- Meet established goals for all metrics, including call and case quality, productivity and customer acquisition by
- focusing on maximizing service to customers
- Collaborate with Stakeholders: liaise with internal departments to resolve customer queries
Minimum Qualifications - Education and Experience
- Bilingual in English and German both written and spoken; able to communicate to customers in both languages You have a genuine passion for customer services, giving every customer the feeling that they and their order/query are important to the business, and to you personally. You will likely have developed this over several years of customer service experience
- Experience using a computerized ERP system to process and investigate customer orders and queries
- Confident using MS Office (outlook, word and excel)
- Able to provide a (relatively) calm and quiet work-at-home environment.
Preferred Qualifications - Education and Experience
- Trilingual in English, French and German both written and spoken; able to communicate to customers in all three languages
- Customer Service experience within a pharmaceutical or biotechnology company, or another complex and technical product environment
- Excellent interpersonal and active listening skills
- Multitasking skills and good organizational abilities
- Strong attention to detail
- Clear communication skills
- Confidence in asking questions and guiding conversations to resolve customer requests
- Experience with Salesforce CRM
