Handling a range of customer issues on a daily basis, e.g. general enquiries and resolving complaints. Communicating with customers via email, social media platforms and phone, providing high quality service, and acting as the main link between our customers and our brands.
DUTIES AND RESPONSIBILITIES:
Help to manage the multiple Customer Service inboxes, ensuring we are responding to customers within our promised response timeframes and SLA’s. Contribute to and produce reports according to business requirements (e.g. daily, weekly, monthly).
Working through challenging conversations with customers to turn poor experiences around and restore their faith in our brands. Contributing to decision making processes relating to individual customer cases, using guidelines to determine appropriate compensation levels.
Working with the 3rd party contact centre translating processes and templates and ensuring they are adhered to. Providing coaching to agents to help identify common service related issues and work with relevant teams to resolve and prevent service issues.
Working in partnership with key areas of the Supply chain and the wider business, to review and challenge processes and enhance the customer experience.
Perform and behave in line with our culture, vision and values, acting as a role model to all colleagues across Campus.
KNOWLEDGE, SKILLS AND EXPERIENCE NEEDED:
Ability to communicate fluently and with confidence in both German and English, both verbally and in written form is essential (for direct customer communication and translation work).
Excellent communicator who can build productive and effective relationships with internal and external stakeholders (e.g. Brands, carriers, 3rd party contact centre).
Well organised individual who is proactive and self-motivated.
Accurate and numerate, with a keen eye for detail, and good I.T skills in the MS Office software packages; experience of using customer/order management systems would be useful.
Customer focused, with previous experience working in a customer facing role. Experience working within a fashion/lifestyle retail environment would be an advantage.
NB: This is not an exhaustive list and you may be required to complete other tasks from time to time as part of your job role.