Customer Service Advisor German Speaking

You will join the existing Global Consumer Experience team by handling inbound enquiries from internal stakeholders, external partners, and consumers, regarding international customers’ experience support. Focus on clarifying & resolving customer orders/issues will be key.

Main Objectives of the role, but not limited to:

- Responsible for handling and resolving all consumer related enquiries with a professional manner using both verbal and written communication channels, while representing the SharkNinja brands with pride.
- Plan and prioritize own workload to meet deadlines and agreed Customer Service targets.
- Self-Motivated individual with a desire to solve and own the consumer’s problem through to completion.
- Ensuring successful processing of customer orders and card payments for both the Shark Ninja Brands.
- Document and record accurately all customer service interactions including any follow up.
- Provide solutions that meet and exceed the consumers’ expectations in situations where the customer service journey has failed to deliver.
- Keep up to date with new product releases including launch dates, specification, and features.
- Drive forward changes quickly and identify suggestions for improvement in proposed and current processes.
- Deliver to agreed KPI reporting on Customer Service KPI’s, (First Contact Resolution, Net Promoter Score, Escalations and Quality).
- Responsibility to ensure the success of Customer Service on behalf of the Shark Ninja Brands in the international market.

Personal Competencies:

- Native or (close to native) Level of fluency in German (verbal and written) and French would be advantageous
- Good Level of written and spoken English
- Ability to work under pressure in a fast-changing environment and can handle surprises.
- Deliver Customer Service results to tight deadlines and schedules
- Attention to Detail with a high level of accuracy in documentation.
- Passionate and tenacious about customer service.
- Team Player with a 'can do’ attitude.
- Conflict management and problem-solving skills.
- Excellent and clear verbal and written communication skills.
- Ability to use 'Positive’ language.
- Strong listening and empathy skills.
- Able to take ownership of each enquiry and problem solve in order to resolve customer enquiries and complaints

Experience
- Previous experience of working within a Customer Service environment with strong emphasis on delivering a positive Customer Service by matching the individual needs of the Customer.
- Good standard of knowledge and competency in the use of Microsoft Office and content / order management systems. Previous knowledge of Zendesk would be an advantage but not a requirement.
- Previous experience supporting, auditing, and delivering a high level of quality and experience within the contact center space would be considered an advantage.

**Benefits**:

- Additional leave
- Casual dress
- Childcare
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Flexitime
- Free parking
- Gym membership
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Wellness programme
- Work from home

Schedule:

- Flexitime
- Monday to Friday

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- LEEDS: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: Hybrid remote in LEEDS

Reference ID: FEcserviceGerman