This role will work directly with the Customer Experience Manager to build an incredible on-brand service experience across the customer journey. It will leverage traditional and non-traditional channels to service customers, inspire customers to return, and ultimately deliver customer loyalty. This position will deliver a gold standard in customer service for the German market, and support the UK as required.
This role requires experience in customer service and customer service platforms plus hands-on experience supporting a DTC e-commerce business. It also requires excellent internal stakeholder management to deliver first-class service to our customer base.
Responsibilities...
* Handle customer complaints, provide appropriate solutions and alternatives within the company KPIs or SLAs; follow up to ensure a satisfactory resolution.
* Identify and assess customers’ needs to achieve satisfaction.
* Gathering customer feedback and sharing with relevant stakeholders to eliminate pain points.
* Supporting enquiries from distributor markets as and when needed.
* Compiling and sharing periodic reports on CS KPIs, damage, shortages etc.
* Manage the claims process with our chosen couriers.
* Assist and improve the ways of working with our outsourced CS solution, OnePilot.
* Build and maintain strong relationships with high-value customers, ensuring personalised service to enhance their experience and increase brand loyalty.
* Proactively engage with high-value customers via regular communication, making them aware of promotions, and special offers to drive repeat purchases and improve customer retention.
About you:
* Fluent in German and English.
* 2-3 years of experience in a customer experience function, with time spent dedicated to DTC e-commerce-related tasks.
* Sufficient knowledge of customer service and web platform systems, such as Zendesk, Freshdesk, Gorgias and Shopify.
* Competent in working with data, analysing and reporting on service trends and monitoring performance.
* Proven track record of using multi-channel customer service touch-points: social media, email, live chat, and phone calls.
* Experience with ERP systems and Amazon would be advantageous.
We would love to respond to every application however due to the volume of applications we receive this isn't always possible. If you have not heard within 2 weeks of applying, please assume on this occasion that your application has not been shortlisted. We may retain your CV to contact you about future employment opportunities that are being managed by The Growth Foundation Talent.
The Growth Foundation Talent is deeply committed to building a diverse & inclusive workplace and welcomes applications from all sections of the community.