Consumer Relations Rep - German speaking

£12.82 - £13.33 per hour
15 Nov 2018
13 Dec 2018
Jenny O'Halloran
Customer Service
Job Type
Leading footwear, apparel and accessories brand requires a German speaking Consumer Relations Rep to join them immediately for 2 months. The key responsibilities of this role will provide a high level of service to our ecommerce consumers as well as end consumers from our wholesale and retail channels for their brands. This role will support and actively work with internal and external departments to drive the consumer experience forward by raising issues, listen to consumer feedback and suggest solutions and improvements to our service and customer facing communication. You will provide second line support to colleagues and to our outsourced call-center partner and take ownership of all escalations for the local market and actively find solutions to resolve our consumers issues and ensure no further escalation. To support our consumers via email, chat, phone and social media in a timely and consumer focused manner within our KPI's and SLA's and actively contributing to the department meeting these targets when needed.

Use and analyse all consumer feedback to drive process improvements to improve the consumer experience.

*Proactively work to mitigate any escalations and dealing with returns & exchanges, order status and information on time-line logistics and product advice and liaise with Customer Resolution team, couriers and warehouse when necessary on any order fulfilment issues.

*This role will participate, drive and contribute on consumer experience projects with the wider business when required and work closely with operations and our quality team to drive the department and quality of service forward.

The ideal candidate for this role is a friendly, energetic and dynamic individual who has an eye for detail and has the courage to handle conflict to best support the business and the team. You will be a born problem solver who appreciates collaboration, has strong customer and people focus, is self-motivated and self-managing and has a high level of patience and professionalism.

This is a temporary role for 2 months, starting ASAP. Working hours are 9an - 5.30pm, paying £13.33 per hour.

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