German Speaking International Customer Service Executive

As the International Customer Services Executive at Hunter & Gather you will be key in delivering first class customer experience by maintaining customer relationships, helping, addressing and resolving issues with our UK and International clients, with a specific focus on the UK, Germany and Spain (Ability to speak and write fluent English and German is essential. Ability to also speak and write in Spanish is favourable).

You will be responsible for ensuring customer satisfaction, brand loyalty and building long standing customer relationships with the end user of our products. You will also be able to support the marketing team with German translations as needed.

Reporting to the company’s Customer Services Manager you will also help support other Customer Services Executives within the Customer Services Team.

This role will be ideal for someone that loves helping customers and going above and beyond to give an A+ experience. You may have worked in customer service, sales, marketing or admin for a product or service lead business before, either part time or full time (either in the UK or abroad) or you may have worked in a customer facing role, where it was important to have high customer service skills. You are digitally native and able to work independently with new technology. You are fluent in English and German as a minimum and able to write to a high standard in both languages. 

Essential Skills:

• Fluent in English (written and speaking)
• Fluent in German (written and speaking) 
• Ability to work with online customer service software
• 1 year+ experience working in a customer facing role
• Confident speaking with customers on the phone 
• An understanding of Keto, Paleo, Low Carb, Ancestral Lifestyles or biohacking 

Desirable Skills

• Fluent in Spanish (written and speaking)
• Proficient in using a Macbook
• Worked with Gorgias, Zendesk or other customer service tool
• Experience of working in a D2C business
• Self-starter that can manage their own time effectively
• Experience in a remote role

Key Duties & Responsibilities Customer Support:

• Provide prompt, courteous, and accurate responses to customer inquiries via phone and email via our customer service platform (Gorgias)
• Cover the inbound telephone support line from 9 am - Noon and complete customer call-backs
• Assist customers with product information, troubleshoot problems efficiently, escalating more complex cases to the Customer Service Manager
• Gather customer feedback to help improve products, services, and processes

Order Processing & Returns:

• Process customer returns and communicate with the warehouse/operations team
• Communicate with D2C (end user) customers regarding order status and tracking, including delays or issues
• Maintain customer issue records by sharing them with the relevant teams using our internal systems such as Asana

Product Knowledge:

• Stay up to date with product knowledge and procedures
• Educate customers on products, including benefits and usage

Loyalty Program & Offers:

• Understand & communicate our loyalty program to our customers
• Assist with Customer Subscriptions including making amendments, cancelling and upselling products.
• Understanding all offers and rewards when live on the website

Reviews:

• Respond and manage customer reviews highlighting any standout comments or issues
• Log any product trends or questions on Asana
• Tag Customer Reviews for use within Marketing and Socials

Systems Used:

• Gorgias
• Hive (Europe)
• Unleashed
• Review.io (+ Other Review Platforms)
• Shopify
• Amazon
• Asana
• Air Landline