German Customer Service Advisor (Remote)

What’s amazing about the role and Ventrica team?
We are looking for bilingual (English and German) Customer Service Advisors to represent our client, Dr Martens during our Christmas Peak. Do you champion fashion? Are you passionate about making sure that customers needs are met? Then, this is the job for you.

Ventrica is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. We are an innovative business with a growing reputation here in the UK for technical innovation and digital transformation. In 2020 Ventrica picked up two awards at the prestigious European Contact Centre & Customer Service Awards. Gold for Best Outsourcing Partnership (Large) and silver for European Outsourced Contact Centre of the Year. In 2017 we won gold for Best Contact Centre Outsourcer in Europe at the same awards, and in 2018 we came 63rd in the Sunday Times Fast Track 100.

Introduction to our client: Dr. Martens
As a Customer Service Advisor for our client Dr. Martens, you will be a part of a high performing team that is passionate about delivering exceptional customer service. Building rapport with customers to drive upselling of products as well as resolving any issues that they may have, having dedication and care to customer needs will ensure top tier results and positive quality scores. Dr. Martens are an iconic brand that is very prevalent within the UK and worldwide, making boots, shoes and accessories that are made to last. With a fanbase as huge as theirs, customers needs are at the forefront of our minds, looking to give a positive outcome with every contact.

What will I do in the role?

• Undertaking upselling through customer service
• First point of contact for all customer queries and providing product advice
• Proactively work to mitigate any escalations, dealing with returns/exchanges, order status queries and provide information on time-line logistics
• Brand ambassador for your client carrying exceptional customer service
• Provide outstanding customer service across telephone, social media, web chat and email
• Ensuring that the customer is at the heart of every conversation

What do I need?

• You must be absolutely fluent in both English and German, written and verbal
• A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach
• Outstanding social media service etiquette, with the ability to be versatile in your approach to adapt your style for each customer
• Strong written and verbal communication skills
• Experience of working in a customer-facing environment
• Confident IT skills
• Flexibility, professionalism, drive and willingness to learn
• An interest in the Dr. Martens and/or footwear would be highly advantageous
• Proven experience in upselling products
• Being a self motivated individual that has the ability to objection handle

What will I be paid?

• £13.37 per hour

Working Hours and Location

• The core opening hours for the team are Monday to Friday; 8:00AM-6:00PM
• 40 hours per week spread across 5 days per week
• Flexibility may be required during peak busy periods to meet the needs of the business
• The start date for this role is Monday 21st October 2024
• This is a Fixed Term Contract that is due to end 31st January 2025 with the possibility of extension or being retained throughout the business afterwards

Homeworking Eligibility

Please refer to the following links to ensure your laptop/pc has the current supported systems:

Windows 10 – Windows 10 Home and Pro – Microsoft Lifecycle | Microsoft Learn
Windows 11 – Windows 11 Home and Pro – Microsoft Lifecycle | Microsoft Learn

Windows
MUST be a Windows 11 compatible machines, but MUST also be equipped with the following:

Windows 10 22H2 or Windows 11 22H2/23H2

8th Generation (or later) Intel i-Series processor or 3rd Gen (or later) AMD Ryzen processor

8GB RAM Minimum

15GB+ Free Storage Space

Apple/macOS is not compatible with this particular client, however please feel free to apply for other similar roles within the business that do support Apple.

Hardware & Software: Mobile Phone

You MUST have an Apple or Android smartphone equipped with either iOS 15.0 (or later) or Android 12 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.

Hardware & Software: Anti-Virus Protection

When using a personal device, we do only support Windows Defender antivirus software for Microsoft devices and X-Protect for MAC OS (built-in the OS).

The use of any other antivirus software will not be supported.

Minimum Speed Requirements:

Ping ms Maximum 20ms

DOWNLOAD Mbps Minimum 20 MBps

UPLOAD Mbps Minimum 5Mbps