Job Title: Customer Consultant (Service & Technical) German Speaker

JOB DESCRIPTION

Reporting to:Team Manager

As a member of the Customer Service Departmentyou will deliver an exceptional and trusted customer experience. A self motivated team player with a passion for outstanding customer service in everything you do, you will demonstrate excellent communication skills using your enthusiasm and drive to engage, inform and inspire our customers. You will have excellent product technical knowledge be recognised as the expert and be able to take ownership of customer complaints and queries in order to build and strengthen customer relationships, promotethe brand and build advocacy and loyalty that drives recommendation and repeat purchase.

Summary of Main Duties, Responsibilities and Skills required:

Customer Management Skills

Own the customer relationship by ensuring ongoing communication to inform of progress and maximise the opportunity to resolve any issue in a timely manner.
Maintain excellent case management that is reviewed at least weekly with clear notes that makes the journey and latest position clear to the point anyone could pick the case up at any stage without the need of further investigation.
Always consider the brand and commercial implications of any query / issue when recommending a resolution.
Always consider preparation and application when recommending products to avoid post application complaints / issues.
Always question to root cause when an issue is raised to ensure remedial action or recommendations fully resolves.
Become a product expert and build customer confidence to encourage brand loyalty that results in repeat purchase.
Demonstrate a willingness to learn and participate in activity that will improve overall business understanding and drive performance improvement.
Demonstrate strong communication skills with the ability to adapt to a given situation and/or customer preference/personality, using various questioning techniques to establish needs and confirm outcomes.
Identify sales leads opportunities from queries raised by our customers, be able to offer the full product range and take them to point of sales closure.
Help and guide our customers with product advice and ensure the full product range is offered to ensure the best end result, maximise income and avoid post application issue.
Be recognised as the product/technical expert and be capable of guiding a customer through a resolution with confidence and in a way that builds their brand advocacy.
Own, record and monitor all weekly targets, escalate and request support where these are not achieved to ensure corrective action.
Ability to demonstrate strong problem solving and decision making skills.
The ability to write to our customers explaining technical issues in a manner that is easily understood without the use of jargon and where the agreed resolution outcome is clear.
Ability to handle conflict, whilst remaining empathetic and be able to turn a negative situation into a positive outcome.
The ability to negotiate excessive compensation requests whilst considering both the brand impact and commercial needs.
The ability to work with internal teams and external partners to ensure we achieve a consistent response and aligned approach.
Escalate issues quickly where there is concern over brand reputation or excessive compensation so a co-ordinated approach can be taken and Directors informed as appropriate.

Personal skills

Proven track record in consistent complaint handling
Excellent technical product knowledge to ensure we are seen as the expert and build confidence in our brand and products
Extensive knowledge of questioning techniques and styles
Awareness of personality types and has the ability to adapt accordingly.
Ability to process and enter data accurately to ensure right first time and avoidance of re-work /dissatisfaction
Persuasive and influential to inspire confidence in our products, resolve complaints and drive business improvements to enhance our service offering.
Positive attitude with a belief in our product
The ability to challenge appropriately at all levels to drive process and business improvements that enhance our service offering.
An enthusiastic and professional communicator.
Computer and system literate

Customer Service skills

Always delivery a professional complaint handling experience that feels natural, unpressured and conversational to build rapport and make the customer feel at ease.
Ability to establish what the customer wants, convert this to needs and influence where appropriate to ensure the customer obtains the best resolution to issues or queries raised.

Always deliver on promises made, provide timely solutions and keep the customer fully informed throughout the process.
Always treat the customer as an individual, express interest, tailor the conversation appropriately, empathise and listen.
Always provide a full summary, avoid assumption, never express frustration, avoid the use of complex, technical terminology and jargon.
Ensure all internal processes and policies are fully understood, adhered to consistently and can be articulated clearly
Ensure all practices are fully compliant with regulation and legislation.
Able to take responsibility for own development
Own, record and monitor all weekly targets, escalate and request support where these are not achieved to ensure corrective action.
Demonstrate and operate within our company values in everything you do

General Duties

Be prepared to work across teams to share your knowledge and ensure sales and service are never compromised.
Be prepared to up-skill within other areas of expertise
Be prepared to up-skill to remove key man dependencies
Be prepared to travel for stockist / showroom visits to improve knowledge
Be prepared to participate, contribute and present in meetings where appropriate
Ad hoc duties as required

Must be prepared to work as part of a team and assist or carry out other duties during periods of high workload, sickness, holidays and emergencies.

This is an outline Job Description and employees are expected to undertake other duties as directed.