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German Customer Support Specialist

2 months ago

Runcorn, Halton, United Kingdom Protein Works Full time
Position Overview

About Protein WorksTM

Our journey began with a vision to revolutionize the sports nutrition sector, driven by a commitment to quality and exceptional service. We are not just another brand; we are innovators at heart, dedicated to transforming the customer experience.

Role: German Customer Support Specialist

Your primary focus will be on enhancing the emotional journey of our customers in the UK. You will play a crucial role in innovating and creating memorable experiences throughout the customer lifecycle.

Your contributions will directly influence our business growth by boosting new customer acquisition and significantly improving retention rates, thereby enhancing our organic marketing efforts and fostering brand loyalty.

You will be responsible for achieving various customer-centric KPIs that will drive the overall success of the organization. Your commercial acumen will guide you in meeting targets efficiently, while your creative approach will ensure impactful customer interactions across all touchpoints.

As part of a dedicated team of six, you will collaborate with colleagues who share a common strategy but operate in different language markets. Together, you will be part of 'The Nerve Centre,' a vital component of our Sales & Marketing Team, where we prioritize customer experience and emotional engagement. You will also work alongside the Spend Centre, focusing on customer acquisition, and the Revenue Centre, which drives trading efforts. This collaborative environment promises to be dynamic and enjoyable as we strive to meet our collective goals.

While you will be driven by targets and metrics, your understanding of brand management and commitment to customer satisfaction will be essential in maintaining our brand integrity and enhancing customer perceptions.

Key Responsibilities

1. Actively participate in transitioning from a service-oriented to an experience-driven customer management approach.

2. Implement core KPIs to assess the effectiveness of our innovative customer experience strategy.

3. Focus relentlessly on improving our Trust Pilot and NPS ratings across all markets to achieve best-in-class status.

Daily Duties

1. Provide personalized support to customers through various communication channels, including phone, live chat, email, and social media.

2. Manage real-time social media interactions, fostering community engagement and delivering tailored experiences.

3. Address operational inquiries related to orders and deliveries, ensuring a seamless customer experience.

4. Organize and prioritize daily tasks to meet and exceed set KPIs.

5. Continuously monitor and achieve key performance targets.

6. Collaborate closely with the marketing team to ensure a consistent and on-brand customer experience.

7. Uphold the highest standards of brand representation in all customer interactions.

Qualifications

1. A collaborative team player with a passion for achieving targets.

2. A strategic thinker with a growing appreciation for business dynamics.

3. A creative individual with a strong affinity for brand development.

4. A commitment to exceptional service and a desire to go the extra mile for customers.

5. A proactive self-learner and educator.

6. High standards for quality in personal and team deliverables.

7. A sense of urgency and a positive attitude.

8. Strong relationship-building skills.

9. Excellent communication abilities, both verbal and written.

10. A motivated self-starter with a flexible approach.

11. A quick learner with a focus on delivering impactful results.

Essential Requirements

1. Proficiency in written and spoken German.

2. Experience in customer service or sales, demonstrating effective interpersonal skills.

3. A proven track record of personal development and achievement.

4. A high-energy, innovative, and resourceful individual ready to embrace challenges.

5. Evidence of consistently meeting or exceeding targets.

6. Ability to build relationships quickly and effectively.

7. Strong negotiation skills, with a history of successful outcomes.

8. A passion for health, fitness, and training.