Bilingual Customer Care Representative delivering exceptional service and building relationships with Quench's clients. Proactively manage customer requests, ensuring customer satisfaction and long - term loyalty.
About the role
- Customer Experience Associate supporting Skin + Me’s customer inquiries via email and social media. Working in a hybrid role across different brands for customer support and feedback.
Responsibilities
- Dealing with queries and problem-solving for our customers via email and social media in a timely manner
- Reporting into the Customer Experience Team Lead you will help to implement new processes, identify gaps and suggest solutions to improve the customer experience
- Identifying customer trends and feeding these back to the company
- Liaising with other teams to resolve complex customer queries efficiently
- Work alongside the wider business to ensure language is consistent and correct on German CS materials
- Work alongside our Prescribing Team to get the best possible outcomes for our customers
- Monitor and optimise our help centre FAQs
- This role is full time, for 5 days a week, including Saturday and Sunday on a rota. This may include Bank Holidays.
Requirements
- Written and verbal fluency in English and German
- An ability to switch between languages effortlessly while maintaining our distinct brand tone of voice.
- An obsession with delivering exceptional customer experience
- An ability to build rapport quickly and adapt to different customers
- A can-do attitude, incredible attention to detail and a true problem solver
- Ability to write quickly, with perfect spelling and grammar, in our brand tone of voice
- You will be entrepreneurial in nature and a problem solving mindset
- Ideally you would have experience working with customer services ticketing systems but this is not essential
- Experience within health, beauty or fashion industry preferable
- Right to Work: You must already possess the legal right to work in the UK without sponsorship.
- A sense of humour – it’s serious work with plenty of fun!
Benefits
- 25 Days Holiday (+ all the usual Bank Holidays) – It's important to take a break and recharge, that's why we offer a generous holiday allowance [You will be required to work 1 in every 5 weekends but will receive the days worked in lieu in the week!]
- Free Breakfast & Lunch – It’s important you are well fueled for the day so we've got your breakfast and lunch covered. Plus drinks and snacks are available too!
- Hybrid working to give you flexibility – We are all remote on Wednesday and Thursday. When we are in the office on Monday, Tuesday and Friday our core hours are 10-4. If you're an early bird you can do 7-4, and if you're a night owl 10-7 is fine too. Need more flexibility around your life – just let us know.
- Health and wellbeing focus – We offer a healthcare cash plan, cycle to work schemes plus free healthy breakfast and lunch in the office. We'll be sure to always prioritise your physical and mental health.
- £500 annual development budget for any learning, training and development opportunities. Courses, books, software – if it helps you in your role, we’ll help you get it.
- For working parents, we’re proud to offer assistance, helping you save on nursery fees. The workplace nursery benefit allows you to save tax and National Insurance on the full cost of your nursery fees each month.
- Culture club – Our culture club team meets every week to make sure we celebrate our big wins and milestones too, with parties, surprises and more.
- You’ll get highly discounted Skin + Me products for you, and 10 friends + family too.
- Generous employee referral scheme, if you know more fabulous people refer them to work with us too and you’ll get a bonus when they pass probation.
- Dog-friendly office with multiple very cute resident dogs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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