Job Title: Customer Service Representative – German Speaking
Reports To: Contact Centre Team Leader
Department: Contact Centre
Location: London
Shift: Mon - Thurs 9-6 & Sun 8-5
Role Summary:
At Charles Tyrwhitt our purpose is to “Make it easy for men to dress well”. The primary purpose of the Customer Service Representative – German Speaking is to represent our brand, providing our valued customers with consistently effortless experiences that inspire confidence and trust.
Key Responsibilities:
* We have customers all over the world and so we offer them 24/7 email and web-chat service.
* We are customer obsessed and put the customer in the heart of everything we do, so you’ll be taking customer orders over the phone, manage queries and resolve issues.
* To ensure we are doing all we can to help our customers you’ll have targets to work towards which will include an upsell target.
* You’ll help our customers by also completing tasks such as dealing with returned post and sending catalogues out to customers.
* You will ensure customer queries are answered with the aim of a first time resolution (whether by telephone, email or webchat)
* We’re always looking at ways we can improve the customer journey, so you will feedback what our customers are telling us to various teams around the business.
Experience Required
* First Class Communication skills in both verbal and written English and German
**Behavioural Competencies
**
* A charming and engaging telephone manner
* A love for team work
* A genuine desire to help our customers. They love to talk to us!
* Passionate about people (being a people person will go a long way here)
Technical Skills
* Competent navigating a PC and using a variety of systems
Qualifications/ Training
* Previous experience in a similar or customer facing role would be beneficial