Customer Support fluent German

Maternity Cover approx. 6 months

Key Responsibilities:

• Maintain relationships with current customers and build new ones
• Achieve and exceed sales targets on a monthly and quarterly basis
• Generate sale leads, convert business opportunities to successful sales
• Account management; administration and maintenance of relevant account records
• Daily report on current retailers based on call schedule and weekly reports on progress to date in relations to targets
• Sales – be comfortable identifying sales opportunities including upselling and cross selling
• Provide luxury, friendly, professional, and efficient service via inbound and outbound calls, live chat, emails, online reviews via WhatsApp and social media
• Deliver “Wow factor” to our clients by listening attentively to their needs identifying the route cause and bring to final resolution
• Follow department KPI’s as set by management
• Identify and escalate issues appropriately, provide feedback daily to the Head of Department on new issues and escalations
• Identify and challenge any negative effects on the Customer Experience prior to new launches, promotions, mass mails and improvement projects

Requirements:

• Customer Service experience in hospitality industry, call center, /contact center or IT Support, etc.
• Sales experience in luxury or exclusive brand (Retail or e-commerce a distinct advantage)
• Ability to identify sale opportunities including upselling and cross selling
• Fluent in English & German
• Salesforce\SAP\MS Suite
• Passionate about Customer Experience
• Proven success record in a fast paced, constantly evolving sales and support environment
• Strong communications skills, including exceptional writing and editing capabilities
• Ability to demonstrate a continuous-improvement mindset
• Patience, Empathy
• Strong Organisational Skills and ability to work toward agreed department targets: Sales, SLA’s and KPI’s
• Ability to work under pressure and adapt quickly to adverse situations
• Collaborative and Team Orientated