German Speaking

**Join the Unstoppable Team, at CLOUD NINE.**

CLOUD NINE are hiring a German Speaking & ROW Customer Experience Executive.

CLOUD NINE are a global industry-leading, award winning hair and beauty brand. From day one, they have set out to create premium hair styling tools, that always brings the focus back to hair health.

Our mission is to provide innovative tools that enables you to achieve phenomenal results. Making you feel unstoppable, without the compromise of your hair’s health. We are changing the future of hair and won't stop until we get there.

This individual will be responsible for the day-to-day delivery of CLOUD NINE’s customer experience strategy, enhancing the customer’s experience and supporting our customers across all sales channels. They will work on maintaining and improving our high standards of customer experience, meeting set expectations. This individual will be a part of the Rest of World (ROW) Team, focusing on Germany and Australia as their specific support areas, and at times, support the UK Team and the wider company with other needs such as translation.

This is a permanent full-time role, based at the Harrogate HQ, with the flexibility to work from home on some days, following training. Once fully trained, you will work set shifts, listed below:

- 6am - 2:30pm (worked from home)
- 8am - 4:30pm
- 8:45am - 5:15pm
- 9am - 4pm (Fridays only)

**Main Duties**
- Work to the agreed customer experience guidelines and strategy, always implementing best practice with the aim of achieving the highest standards of customer experience.
- Achieve individual performance targets.
- Assist customers via education of products and services.
- Processing manual orders where necessary.
- Resolving any issues in the order process on behalf of the customer.
- Assist with all customer complaints, escalating to the Team Leader via the agreed escalation path where necessary.
- Build customer rapport to defuse escalated complaints.
- Advise customers of company policies and procedures.
- Turn complaints into sales where possible.
- Retain customers through education of products.
- Keeping up to date with all current promotion, trading changes, website updates and stock levels.
- Identifying and flagging potentially fraudulent orders/activity on the CRM, adhering to the company policy, and escalating these to the Customer Experience Team Leader.
- Liaise with the company’s repair/servicing department and warehouse team, to ensure a quick turnaround of repair/replacement of products. Careful and considered real time communication with customers meeting set SLAs.

**General Duties**
- Monitor, track and flag any recurring issues or common customer services enquiries.
- Act as an ambassador for the company, supporting and promoting the company’s vision, mission and values.
- Keep up to date with all mandatory training and ongoing improvement of knowledge relating to your role.
- Commit to own professional development, enhancing and improving skills and knowledge.

**Desired skills and experience**
- Must be fluent in German and English, being confident in both spoken and written forms of communication.
- Excellent communication skills both written and verbal.
- A willingness to learn and ability to use own initiative.
- Experience in providing high levels of service.
- Keen eye for detail.
- A strong team player with the ability to work in a fast-paced environment.
- IT literate and any previous experience with a CRM system would be ideal.
- Confident in dealing with customers both electronically and over the phone.
- A genuine passion for customer services and helping others.
- Natural rapport building skills.
- Sales experience is desired, however is not essential, as we will provide all the necessary training.

**What you’ll get in return**:

- 25 days holiday plus bank holidays.
- Exclusive discounts across our entire range.
- Health Shield cash plan.
- Life Assurance policy.
- Company Pension scheme.
- Access to a Nuffield Health Gym membership after probation.
- Enhanced Parental Leave package.
- Team building activities and internal events all year round.
- The opportunity to be part of an UNSTOPPABLE team.
- The above is a summary only and you may be required to undertake any other additional duties that are a reasonable requirement of the role. The Company reserves the right to reasonably vary or amend the duties and responsibilities of the post holder at any time according to the needs of the Company’s business. _

Schedule:

- Monday to Friday

**Language**:

- German (required)

Ability to Commute:

- Harrogate (required)

Work Location: In person