Customer Service Advisor

7 days ago

Birmingham, United Kingdom Pertemps Network Group Full time

**Job Description**:
**Customer Service Advisor**

**MUST be fluent in German**

**Full-time, flexible working hours (37.5 hrs per week)**

**Up to £22,360**

**Permanent opportunity**

This is a fantastic opportunity to join an ever-expanding business if you are a German speaker and have a passion for delivering excellent customer service. There is the option to go hybrid once all your training is complete and you pass the probation period. In this role you will, provide excellent customer service both written and verbal, work towards KPIs and collaborate with managers to reach your full potential, in order to achieve individual and department targets. The company is the largest independent home appliance and spare parts distribution organisation within the UK working with a number of extremely well-known household brands.

**Working hours**:
08:00 - 18:00 Monday - Friday
Weekends are on a rota basis.
09:00 - 16:00 - Saturday and 11:00 - 15:00 Sunday

**Benefits**:

- 31 days annual leave (including bank holidays).- Pension scheme.- Access to over 250 discounts including high street and online shopping, travel, technology, entertainment, food and drink and many more via Perkbox.- Staff discounts on all products.**The Role**:
- Log all cases accurately onto the system, updating notes and other associated systems.- Take ownership to reach a suitable resolution for all queries/concerns.- Liaise with customers, clients, and stores directly to resolve customer cases.- Place orders for customer parts, ensure right parts are ordered by checking on manufacturers’ websites.- Upsell by offering current promotions and offers or offering alternative parts.- Convert non-sales into sales and support website sales/queries.- Deal with distressed customers and making outbound calls to resolve escalations. Raise with management when required.- Send refunds for damaged parts and reorder replacements when required.- Achieve all KPI’s and business targets, including Conversion, AHT, contacts per hour, Quality, digital SLA's and upselling.**Requirements**:

- A good standard of education.- Ability to speak and write fluently in German.- Personable and outgoing with a mature positive outlook.- Proven track record of delivering excellent customer service, managing difficult or challenging situations and achieving targets.- Work experience within retail or customer service is beneficial.- Skills in delivering targets and working within high performing teams.- Excellent negotiation skills and sales structure.- Drive, determination, and ability to overcome ambiguity and simplify situations.- Excellent interpersonal, verbal, and written skills, as well as being an organised and motivated individual.- Excellent data entry skills.- Good comprehension of written and spoken English and German.- NVQ - levels 1-2 or equivalent.- English qualifications/training.-
- Ability to work with customers/suppliers and a proven ability to deal with conflict resolution.- Experience of dealing with specific queries (e.g. delivery, dispatch queries, carrier investigations).- Ability to learn new processes.- Excellent organisational and communication skills, able to influence offers and handle robust challenges in equal measure- Embrace feedback and development and respond with a can do attitude.- Attention to detail and the ability to notice faults in processes and feedback ways to improve current systems.

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