• E-Commerce Customer Service Advisor - German Speaking

    Location UK-Blackburn (Distribution Centre)
    Job ID
    2018-3244
    Position Type
    Permanent Full-Time
    Category/Function
    Digital & Ecommerce
    Brand
    Pentland Brands
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    Pentland_Brands_Recruitment_Banner - icims

     

    Building a family of brands, for the world to love, generation after generation

     

    Pentland is the name behind some of the world’s best sports, outdoor and fashion brands.

     

    We own Berghaus, Canterbury of New Zealand, Speedo, Boxfresh, Ellesse, KangaROOS, Mitre, Prostar and Red or Dead. We are also the global licensee for Karen Millen and Ted Baker footwear, the UK licensee for Kickers, and are shareholders in other companies such as Endura, Hunter, Butterfly Twists, Heidi Klein and Tracksmith.

     

    We’re a third-generation, family-owned business – and we retain strong family values. We care about people, and that’s what drives our day-to-day work. Last year the Great Place to Work® Institute recognised Pentland Brands the 11th Best Workplace in the UK and the 16th Best Workplace in Europe. Our global headquarters is in the UK and we employ 2,000 people across 20 countries around the world.

     

    We believe that doing business the right way, with respect for people and the environment, is essential for ensuring our long-term sustainability - generation after generation. The Pentland values are at the heart of what we do and how we interact with the world around us.

     

    For further information, please visit www.pentland.com.

     

    To provide a consistent high standard of customer service to all E-Commerce customers for your primary brand in German/English.  There may also be contacts to handle as a reserve agent for other brands.

    As an advisor you will need to be self-motivated and able to work both alone and as part of a team, be confident in your problem solving and able to handle multiple concurrent queries. You will be the first point of contact for all incoming contact via telephone, email and chat in German Locale language, and will need to be comfortable with both written and verbal interactions. Your customer focus and attention to detail will be exemplary, and always willing to go the extra mile to ensure our consumers are satisfied.

     

    Main Duties:-

     

    A keen commitment to providing excellent customer service support to German consumers and your brand.


    To have a good awareness of the product ranges


    To manage the Online business for your designated brand/language customer base, and alternative brands


    To provide holiday/absence cover for your colleagues, gain a good working knowledge of other brands online procedures, including changing content on the site.


    To ensure that SOP’s are followed and that no new procedures are altered without following the correct procedure


    To ensure that neat and accurate maintenance of all data records, based on orders or contacts


    To proactively solve customer queries and to maintain professional communication at all times


    To manage online customers expectations, to provide ‘Best in Class’ customer service


    To ensure that all operating systems are kept up to date


    Excellent communicator, both written and verbal, ensure response times are adhered to and consumer  queries are handled in a professional approach at all times


    Ability to adapt to different consumers and different types of contact.


    Adopt a professional approach in all aspects of your role.


    To encourage an open and friendly working environment


    To be flexible in their working hours.

     

     

     

    What you need to have

     

     

    Good working knowledge of Internet and Excel.

     

    Must have proven experience of working in a busy customer service environment

     

    Fluent German/English language

     

    Good general standard of secondary education, English and Maths (GCSE or equivalent C or above grades)

     

    Excellent telephone manner

     

    Excellent written communicator

     

    Proven problem solver

     

    Good all rounder in aspects of time management and priority planning

     

    Ability to use various IT systems

     

     

     

     

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    What we need to see in you

     

     

    Ability to work well under pressure

     

    Willingness to work flexible hours

     

    Friendly / approachable

     

    Must be keen to take on new things / multi task

     

    Energised / Enthusiastic / Self assured.

     

     

     

     

     

     

     

     

     

     

     This overview gives you a feel for what you’ll be doing day to day but it’s not an A to Z.

     

     www.pentland.com                                     https://careers-pentland.icims.com/                                    

     

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