German Speaking Customer Success Agent

Move Dance is a small ecommerce business based near Manchester. We are professional, agile and autonomous.
Our work environment includes:
If you are considering sending an application, make sure to hit the apply button below after reading through the entire description.
Modern office setting
Work-from-home days
Company perks
Regular social events
Move Dance is looking for a full time German Speaking Agent to provide both reactive support and active engagement with our customers You will be the first point of contact for our customers in their journey with us, ensuring a fantastic relationship is built, their questions are answered and brand loyalty is built.
The Role In A Nutshell
The main purpose of the role is to improve customer retention, increase customer lifetime value, boost customer loyalty and create a better customer experience.
What Our Team Needs and What You Will Be Doing
You will be the first point of contact for our customers in their journey with us, ensuring a fantastic relationship is built, their questions are answered and brand loyalty is built. You will definitely have previous experience with customers, excellent communication skills, be fluent in German, fluent in English and have a friendly demeanour. If you have Zoho, Netsuite or similar software experience that would be helpful and a sales background and proven ability to manage relationships would be ideal.
You will be responsible for:
Directly interacting with customers across all inbound communication channels including phone, email, webchat
Providing a detailed and informative service about our products and services to customers
Resolving customer queries by listening to customers and finding solutions to problems to ensure customer happiness
Ensuring customer enquiry handling targets and KPIs are met
Proactively building relationships with our customers all the way through the customer journey
Contacting active and inactive account customers through outbound communication channels
Maintaining customer accounts on Netsuite
Dealing with customer return issues
Cross functional liaising with all departments in the organisation to share customer feedback on products, services and experience
Be the voice of the organisation when servicing customers
Optimising the use of language on the German website
You will definitely have:
1 - 2 years experience in a customer focused role
1 - 2 years experience with Microsoft Office/Google Suite
Professional level verbal and written German
Excellent verbal and written German and English
Basic to Intermediate computer skills
Clear, effective and confident communication
Excellent problem-solving skills
Customer centric approach
Empathy
Positive attitude
Ability to learn quickly
What Move Dance Will Offer You
Full time permanent contract
£26,000/year
Pension scheme
32 days holiday
Monthly bonus scheme
Enhanced sick pay
Enhanced maternity/paternity pay
Electric car scheme
Cycle to work scheme
In house health and wellbeing initiatives
Summer and winter parties
Free parking
Staff discount