German-Speaking Customer Experience Executive

Location: Runcorn/Liverpool (Hybrid: Mon-Thurs in office, Friday remote)
Salary: Up to £28,000 per annum + Bonus & Benefits (Healthcare, Apple Watch, etc.)
Working Hours:

• 37.5 hours per week
• Shifts between: 8:00 AM - 4:00 PM, 8:30 AM - 5:00 PM, or 9:30 AM - 6:00 PM

Video about the role: https://app.hint.video/AR5vQv
Company Overview: The company is a fast-growing, dynamic eCommerce brand in the wellness sector. They are on the cusp of an exciting expansion, moving to a state-of-the-art facility in Liverpool in the near future. Known for their strong team culture, they are a founder-led business that values communication and sociability. With a Trustpilot score of 4.8, they pride themselves on delivering exceptional customer service, especially in their rapidly growing German market, which is their second-largest after the UK.

Role Overview: As a German-Speaking Customer Experience Executive, you will be the first point of contact for the company's growing German-speaking customer base, handling live chat and inbound inquiries. You will manage a mix of English and German tickets, ensuring prompt, professional responses to customers' needs. The role requires excellent communication skills and a proactive approach, ideally for someone with experience in fast-paced environments.

Key Responsibilities:

• Manage live chat interactions, predominantly in German, but also handle English inquiries.
• Respond to customer emails and phone calls, ensuring timely and accurate solutions.
• Assist with translation tasks and ensure content is customer-friendly for the German market.
• Work cross-functionally with the marketing team and contribute to customer experience improvements.
• Maintain a high standard of communication, representing the brand with professionalism and efficiency.
• Take ownership of customer queries, aiming to resolve them at the first point of contact.
• Collaborate with the Head of Customer Experience and broader CX team to enhance overall service quality.

Ideal Candidate Profile:

• Native-level or fluent German speaker with fluent English.
• Prior experience in customer service, if in an eCommerce environment, even better
• Motivated and really sees this role as for you
• Team-oriented, valuing collaboration and support across departments.
• Self-starter who thrives in a dynamic, high-growth environment.

Benefits:

• Salary up to £28,000 per annum (with flexibility for an exceptional candidate).
• Bonus scheme and Vitality healthcare (after one year).
• 25 days holiday + bank holidays, plus your birthday off.
• Pension: 5% employer contribution.
• Cycle-to-work scheme.
• Staff discounts on company products.

Why join? This is an exciting time to join a growing company that places a premium on its customer experience team. With a collaborative, social work environment and a team that is highly valued across the business, you'll be playing a key role in the company's expansion into international markets. You'll have opportunities to develop your skills and potentially progress into marketing or other areas of the business as it grows.
Interview Process:

• Initial video interview with the recruitment department and Head of CX
• Final interview with the CEO.
• Task-based assessment (content and translation/customer service task).

Reporting to: Head of Customer Experience
This role offers the chance to be part of a tight-knit, energetic team at the forefront of a thriving business. If you are a native German speaker with a passion for customer experience and looking for a new challenge in a fast-moving company, we'd love to hear from you!
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