Team: Customer Services and Contact Centre Division
I specialise in: Permanent recruitment for multilingual customer support and call centre positions in the UK and abroad
Languages: English, Slovak and Czech
About me: After obtaining my master’s degree in Psychology, I started my career in recruitment in Slovakia. I’ve been enjoying it for over 4 years now and recently I’ve made my dream come true by moving to London where I continue to work with multilingual candidates. When I have the time and money J I try to travel as much as possible.
Fun Fact: I’ve visited 15 countries in the past 12 months!
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The Customer Service Representative role will consists in attracting potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfil customer needs to ensure customer satisfaction. Location: Soho & Shoreditch English needs to be fluent standard. The desire candidate must speak French and German Working Hours 9-5 or 9-6 Pay 25k - 27 per annum Depending on the experience Career progression as they are launching the new office in London Job functions: *Open and maintain customer accounts by recording account information *Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution *Maintain financial accounts by processing customer adjustments *Recommend potential products or services to management by collecting customer information and analysing customer needs *Prepare product or service reports by collecting and analysing customer information *Manage large amounts of incoming calls *Identify and assess customers' needs to achieve satisfaction *Meet personal/team sales targets and call handling quotas *Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution *Keep records of customer interactions, process customer accounts and file documents *Follow communication procedures, guidelines and policies *Go the extra mile to engage customers *Resolve customer complaints via phone, email, mail or social media *Use telephones to reach out to customers and verify account information *Greet customers warmly and ascertain problem or reason for calling *Assist with placement of orders, refunds, or exchanges *Advise on company information *Answer questions about warranties or terms of sale *Utilize computer technology to handle high call volumes *Work with customer service manager to ensure proper customer service is being delivered *Close out or open call records *Resolve customer complaints via phone, email, mail or social media Requirements: *Proven customer support experience *Track record of over-achieving quota *Strong phone contact handling skills and active listening *Familiar with CRM systems and practices *Customer orientation and ability to adapt/respond to different types of characters *Excellent communication and presentation skills *Ability to multi-task, prioritize and manage time effectively *High school diploma or equivalent; college degree preferred
Reporting to the Director of Operations, the Operations Manager is a member of Europe, Africa, and Middle East team responsible for managing the company's operations in the region and instituting processes & systems that provide effective internal management. This person will work closely with various EMEA teams including sales, marketing, events, etc. and along with global counterparts to continuously improve operational effectiveness and create processes and systems to support high growth in the region. The Operations Manager will have direct responsibility for managing, developing and providing day to day leadership and oversight to the Operations team. Responsibilities Service operations: Day to day management of all customer and sales service along with event operations activities ensuring all work is delivered within agreed service levels (timeliness and quality). Manage capacity across the team to ensure effective workload balance to meet service targets and release timelines. Build and maintain departmental structure, operating standards, and practices that are responsive and adaptable to evolving business needs. Establish KPIs, measure, review, and report on service levels including output quality and volumes of workload/cases. Salesforce administration: Support day-to-day use of Salesforce by all members in the region to ensure customer and business objectives are achieved. Identify and define business requirements for the region and initiate and prioritize enhancement, gap analysis, and prepare user stories. Partner with Global Operations and IT teams to design, develop, test, release complex workflows rules, validation rules, formulas, custom workflow, process builder, page layouts, custom fields/objects, and other Salesforce.com customisation. Work with various functions and end-users to identify, document, and communicate standard business processes as they relate to Salesforce. Hands-on configuration and data migration experience to execute on requirements in partnership with key stakeholders. Projects and process management: Map the key business processes, document and ensure they are reviewed frequently for updates. Manage operations planning and reporting. Conduct appropriate business analysis in order to propose solutions to support the growth and expansion of the business. Design and implement the necessary automation of processes and systems across the region. Establish standards, parameters and wider expectations for quality, accuracy, timeliness of work expected. Propose initiatives to improve customer experience and drive efficiencies. Drive improvements and make recommendations to enable the ongoing improvement of processes. Team management: Lead and motivate teams to provide an excellent level of service to internal and external customers and to implement the culture of high performance and continuous improvement. Coaches and mentors the operational specialists in performing their day-to-day tasks ensuring goals, KPI's and training plans are clear, managed and aligned with the operational strategy. Qualifications and experience Minimum Bachelor's Degree in a business or IT related field required. Minimum of 3 years of experience leading a diverse group of support functions. Customer service orientation with a demonstrated desire to exceed expectations - ability to serve multiple customers and deliver an excellent employee experience. Certified Salesforce Sales Cloud and Administrator. Strong Stakeholder Management, Project Management & Influencing skills with a good understanding of Lean and Business Process Management techniques. Experience in managing teams across different locations, coaching, mentoring. Technology-savvy with an advanced user of applications like MS Visio, project management solutions, reporting and analytics tools like Qlikview, Power BI, etc. Fluent written and spoken English is a must, additional European language preferred (German, French, Spanish, Polish, Russian).
If you are a German/French speaking Customer Service who would like to join a prestigious company read on… Responsibilities *Handle calls or emails in English and French or German as assigned by management, ensuring individual targets are met on a daily basis *Enter appropriate and correct data in respective data systems *Work towards SLA's as set by management *Ensure all communication with customers and distributors is of a professional standard and meets the expectations set out by the business *Carry out all other tasks as assigned by the management team *Strive for a first-time resolution to all inquiries via call, email, and social media *Support CRM, quality and incident management together with other administrative tasks *Update job knowledge about new product information, business processes or IT tools; participating in educational opportunities. Profile required * Customer orientation * Outstanding and pro-active communication skills (listening, inquiring relevant information leading to efficient problem solving) * Resilient, stress-resistant * Ability to calmly respond to customers/FPs even in unpleasant situations (worried, frustrated or angry customers/FPs) * Ability to develop a trusting relationship with customers/FP * Team skills (supporting other team members and providing answers to questions to other colleagues) * Professional and friendly manner when interacting with customers/FPs Experience in Customer service would be advantageous but not necessary as full training will be provided. Given the nature of the role, candidates must have excellent command of both German and English (both written and oral). If you feel you are the suitable candidate for the role and are available immediately please send your CV in WORD format to email@example.com Please be advised CVs will be treated in the strictest of confidence and that your application will not be forwarded without your permission. We aim to respond promptly to your application, however, due to the high level of CVs we receive we are only able to respond to applicants whose profile matches our Clients requirements
We are recruiting for German speakers for several positions! If you are looking for a job and you would like to keep growing your experience in prestigious companies read on.. Responsibilities *First point of contact with German speaking and international customer. *Ensuring all complaints, payments, return, notifications, cancellations and email are responded. *Checking documentation, good communication and effective. *Providing an exceptional/effective customer service during the process and after sales. *Assisting customers with their technical and software related problems Answering questions of products via telephone, email and internet Profile required *Excellent German skills. *Acquainted with reservation systems e.g. take on bookings, the suppliers booking systems, book tickets.. *Tourism experience will be desirable *Experience on the phone with customers: e.g. call centre *Passion for customer service *Restaurant/ Hospitality experience *2 years experience providing customer support would be ideal - preferably in a software support environment *Working knowledge of current Microsoft Windows operating systems If you felt that could be you, quick apply or send your CV to firstname.lastname@example.org Please be advised CVs will be treated in the strictest of confidence and that your application will not be forwarded without your permission. We aim to respond promptly to your application however; due to the high level of CVs we receive, we are only able to respond to applicants whose profile matches our client's requirements.
Are you a determined, enthusiastic, friendly individuals with an interest in providing excellent customer service? If you can say yes, then look no further. Our client, a leading multinational company within the Fashion and Lifestyle industry is currently looking for a Customer Service Representative with Wholesale experience to be a part of their growing team in central London! Within your role, you will be providing excellent service support for a wide range of customers in English, dealing with telephone calls, responding to emails and providing quality customer service. It is essential for you to be a customer focused orientated individual that loves assisting customers with whatever need they may have. Responsibilities: Fluent in English, both written and spoken Must be experienced in Wholesale Customer Service Possess a professional, helpful and friendly telephone manner Demonstrated interpersonal skills and ability to work as part of a team or independently Strong communication skills, able to work in a fast paced environment A strong team player Preferably have an interest in the Fashion and Lifestyle industry Given the nature of the role candidates must have excellent command of English (both written and oral). If you feel you are the suitable candidate for the role and are available immediately please send your CV in WORD format to email@example.com Please be advised CVs will be treated in the strictest of confidence and that your application will not be forwarded without your permission. We aim to respond promptly to your application however, due to the high level of CVs we receive we are only able to respond to applicants whose profile matches our Clients requirements