Customer Service Agent, Freddie's Flowers

• Native or bilingual proficiency German speaker
• Excellent interpersonal skills and enjoy working as part of a team
• Friendly yet professional writing manner and able to communicate effectively both verbally and in writing
• Able to analyse problems and find positive solutions
• Quick to learn and able to think on your feet
• Ability to handle a busy workload, prioritise and be flexible
• Confidence building rapport with a customer over the phone
• Ability to upsell our flowers and service to retain customers who are considering stopping their accounts
• An interest in flowers and helping people

Desirable

• Freddie’s Flowers are looking for friendly, proactive and positive people to join our award-winning customer services team, as we grow in Germany!
• As the first point of contact for our customers, this role is key to keeping our wonderful customers inexplicably happy
• Be the first point of contact for our customers, dealing with queries in a friendly and efficient way
• Capture and report customer feedback to improve our service
• Work well within your team and across the department to communicate and collaborate, to ensure the customer is always receiving the best service possible
• You will answer all queries from customers via phone, email and social media
• You will provide reassurance as required to our new German customers in a friendly and personal manner whilst remaining professional
• You will capture and report back customer feedback in order to improve our services
• You will ensure that all information is circulated within the relevant teams to provide the best possible customer experience
• You will work hard to resolve any issues for our customers who consider cancelling their subscription, and try to find a solution that allows them to continue using our services