German Speaking Customer Service Coordinator

3 weeks ago

Lichfield, Staffordshire, United Kingdom People Solutions Group Limited Full time

{"title": "Customer Service Coordinator - German Language", "description": "We are seeking a highly motivated and organized Customer Service Coordinator to join our team at People Solutions Group Limited. As a German Speaking Customer Service Coordinator, you will be responsible for delivering a first-class support service to German speaking and other customer groups.

Responsibilities:

* Deliver a first-class support service to German speaking and other customer groups
* Manage inbound calls and emails
* Resolve all product, technical, pricing and marketing enquiries within agreed Service Level Agreements
* Write and update marketing content for company websites and social media pages to create lead generation and optimize social media activity
* Work closely with the UK marketing team
* Handle incoming calls, emails from German speaking franchisees and export customers to a high standard within given timescales and in-line with company procedures
* Deliver a first-time response (FTR) to customers with sales, technical, marketing, design requests and transportation queries
* Manage orders through the franchisee order portal and handle queries related to our franchisee orders, product supply and deliveries
* Liaise with hauliers and complete all associated documentation
* Provide order entry support to export markets not on the order portal
* The creation of order acknowledgements, sales quotations and relevant export paperwork
* Processing of goods returns notes for ROW (RMA's), including raising of import clearance
* Follow the process for the return of IBCs/Pallets, checking invoices from importer and sign off to Purchase Ledger
* Deal with complaints to a high standard as per the company policies and procedures using IFS CRM to record all information and track progress
* Maintain the Service Level agreement of case closure within five working days

Requirements:

* GCSE C and above in English, German and Mathematics (or equivalent qualification)
* Ability to speak German fluently so that you can liaise with clients who only speak German as their first language
* NVQ Level 2 in customer service (or equivalent)
* Excellent communication and interpersonal skills
* Ability to process a large amount of routine deadline driven work and multitask
* Friendly telephone manner
* Empathetic and patient
* Able to deal with customers in a calm and composed manner.
* Takes ownership and follows things through to completion
* Highly motivated with a positive attitude
* Team orientated

Desirable Experience:

* Excellent customer service experience (ideally 5+ years)
* Previous experience in handling technical / product related enquiries
* Used to managing and resolving customer complaints
* Previous administration experience
* Knowledge / experience of using social media channels
* German Translation experience

Training:

* Training provided

Apply:

* Apply today by clicking below
", "lang_code": "en"}

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