Part-Time German Customer Service Advisor - Dr Martens (FTC)

at  Ventrica

INTRODUCTION TO OUR CLIENT: DR. MARTENS

As a Customer Service Advisor for our client Dr. Martens, you will be a part of a high performing team that is passionate about delivering exceptional customer service. Building rapport with customers to drive upselling of products as well as resolving any issues that they may have, having dedication and care to customer needs will ensure top tier results and positive quality scores. Dr. Martens are an iconic brand that is very prevalent within the UK and worldwide, making boots, shoes and accessories that are made to last. With a fanbase as huge as theirs, customers needs are at the forefront of our minds, looking to give a positive outcome with every contact.

MINIMUM SPEED REQUIREMENTS:

Ping ms Maximum 20ms
DOWNLOAD Mbps Minimum 20 MBps
UPLOAD Mbps Minimum 5Mbps

WHAT’S AMAZING ABOUT THE ROLE AND VENTRICA TEAM?

We are looking for bilingual (English and German) Customer Service Advisors to represent our client, Dr Martens during our Christmas Peak. Do you champion fashion? Are you passionate about making sure that customers needs are met? Then, this is the job for you.
Ventrica is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. We are an innovative business with a growing reputation here in the UK for technical innovation and digital transformation. In 2020 Ventrica picked up two awards at the prestigious European Contact Centre & Customer Service Awards. Gold for Best Outsourcing Partnership (Large) and silver for European Outsourced Contact Centre of the Year. In 2017 we won gold for Best Contact Centre Outsourcer in Europe at the same awards, and in 2018 we came 63rd in the Sunday Times Fast Track 100.

WHAT WILL I DO IN THE ROLE?

• Undertaking upselling through customer service
• First point of contact for all customer queries and providing product advice
• Proactively work to mitigate any escalations, dealing with returns/exchanges, order status queries and provide information on time-line logistics
• Brand ambassador for your client carrying exceptional customer service
• Provide outstanding customer service across telephone, social media, web chat and email
• Ensuring that the customer is at the heart of every conversation