Customer Services Representative  – French & German Speaking

EDINBURGH /CUSTOMER SERVICES & OPERATIONS – CUSTOMER SERVICES /FULL-TIME

My client is one of the world’s leading independent travel companies.  They are looking to add to their customer service team located in Edinburgh.

Purpose of the Role

To provide a comprehensive and in-depth enquiry and information service for customer contacts via email, phone and chat functions.

To resolve all customer enquiries in line with Business Service Levels.

To promote the company as a customer focused organisation.

Key Responsibilities

To take ownership of and resolve customer enquiries in line with Key Performance Indicators.

To use CRM systems to accurately and promptly log and process all enquiries through to customer satisfaction.

To provide information and guidance on processes, procedures and guidelines according to best practice.

To be aware of other services which may be associated with an enquiry and offer additional information and advice as relevant.

To maintain confidentiality and escalate enquiries/complaints as appropriate.

To keep up to date with applications, tools and information to ensure appropriate and timely information is given to customers.

To report any discrepancies regarding information or system faults in line with operational procedure.

To provide support and assistance to other team members and provide cover as and when required.

To receive and record payments in compliance with guidelines.

Working independently to find information to exceed customers’ expectations and educate them on how to self-serve on Trainline’s website and mobile app.

To complete correspondence confirming actions taken or advice given, as a result of enquiries dealt with.

To assist in the induction and training of new customer service representatives

To be fully compliant with GDPR.

Navigating multiple systems simultaneously in order to update e-records promptly and accurately.

Knowledge and Experience

Essential

Fluent / Native in German

Demonstrate excellent customer care skills.

Experience in a customer facing role.

Ability to work as part of a team.

Proven written communication skills.

Ability to maintain, update and interrogate computerised records, quickly and accurately.

Desirable

Proven experience of a customer services environment.

Proven verbal communication skills.

Experience of working within GDPR guidelines.

Benefits

A competitive starting salary of £22,000 per annum and excellent benefits. These include:

33 days holiday

Life assurance

Season Ticket loan

Pension Contributions

Medical and dental insurance (subject to qualifying periods).

Friday beer

Company Events

Quarterly CS awards