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German Customer Experience Specialist
2 months ago
We are Protein Works, a leading health and fitness brand that's passionate about delivering exceptional customer experiences. We're seeking a highly motivated and customer-focused individual to join our team as a German Customer Experience Executive.
About the RoleThis is an exciting opportunity to be part of a dynamic team that's dedicated to providing outstanding customer service and support. As a German Customer Experience Executive, you'll be responsible for proactively handling customer inquiries, resolving issues, and delivering personalized advice to our customers through various communication channels.
Key Responsibilities- Drive change from a service-based to experience-based approach to customer management
- Implement core KPIs to measure our effectiveness in executing our new Wow strategy
- Focus on increasing our Trust Pilot and NPS rating in all countries to be best in class
- Deliver personalized advice reactively and proactively to our customers through various communication methods
- Manage real-time Social Media DMs, helping to build our communities and deliver a real-time, personalized experience to our customers
- Handle operational elements of our customer's experience with the brand, including order and delivery queries
- Manage daily tasks, output, and achievement to set KPIs, with the goal of outperforming to expectation
- Constantly manage and deliver key performance targets
- Work closely with the wider marketing team to deliver personal and on-brand experience to our customers
- A team player and lover of hitting targets
- Growing strategic mindset and appreciation
- Creative and lover of brands
- Passionate about service, helping people, and getting a kick on the extra mile
- Avid self-learner & teacher
- High standards for quality of delivery from yourself and from others
- Positively impatient
- Great at building positive, productive relationships
- Excellent interpersonal skills, and able to clearly communicate
- Highly motivated self-starter with a flexible, can-do attitude
- Uncommonly fast-learner
- Places a high value on delivering business impact
- Language capabilities and high standard of written and spoken German
- Customer service or sales experience – we need to see you can handle people effectively
- Proven experience and an impressive track record of self-development
- Creative, high energy, innovative, proactive, and resourceful individual ready to take on a challenge
- Proven track record of delivering to target
- Relationship builder at speed and scale and able to show evidence of this
- Keen negotiator and have a track record to talk of, even if that's personal negotiations, they all count
- Passion for health, fitness, and training
