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Customer Care Advisor (German Speaking) at One Retail Group

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  • London
  • fulltime
  • ₤25000 per year
  • -
  • Want to Join One of The UK’s Fastest Growing Companies?

    We are One Retail Group, an exciting and rapidly growing company that has built a portfolio of seven home appliance, sports & outdoor and personal care consumer brands. We are a multi-channel retailer selling online via our own brand websites & online marketplaces such as Amazon and eBay. We are continually bringing new brands & products to market as well as exploring new marketplaces and geographies. Our brands operate across Europe, North America, South America, UAE & Japan.

    Our growth and success are a result of creating quality products that people want and need. We have to back this up with excellent Customer Care. Customers want fast answers, no matter where they are or the time of day. We must meet this challenge by building an intelligent, hardworking, passionate team of Customer Care Advisors. You’ll work as part of our dedicated team, collaborating with various departments where necessary, and you’ll enjoy using your initiative to solve problems and achieve the best outcome for our customers. You’ll be working predominantly with our German-speaking customers, but we’ll need you to assist with our English-speaking customers too at times.

    We are looking for an organised and proactive individual with excellent communication skills, who enjoys problem solving and working with customers and colleagues alike to ensure an exceptional customer experience. You will be able to demonstrate a keen work ethic and be looking to work in a fast paced, customer facing environment.

    What will you be doing?

    • You’ll be the first point of contact to assist our German-speaking customers and across multiple channels in a timely manner, communicating through email, phone, live chat and social media
    • You’ll deliver an excellent customer experience to every customer, every time
    • Assisting customers with all lines of enquiry which will include product advice, returns, delivery, warranties, payments and more
    • Demonstrating commitment to meeting KPI’s including sales, quality, and productivity targets; playing a key role in helping the department to achieve our overall goals
    • Work with your colleagues across Customer Care and internal departments, continuously striving to improve care and knowledge
    • Escalate any trends to our Customer Care Supervisor
    • Update and maintain company documents, reports, and spreadsheets
    • We’ll ask you to assist with translation for templates and website information from time to time

    What makes you an ideal candidate for this role?

    • Previous experience in a Contact Centre environment or Customer Service role (ideally within retail or hospitality)
    • An outgoing personality with demonstrable experience in providing exceptional Customer Care
    • Confident, proactive and customer centric approach
    • Self Reliance & Problem-Solving abilities
    • You are fluent in both German & English (spoken & written)
    • Excellent written and verbal communication skills with precise grammar and spelling in German and English
    • Excellent eye for detail, and good organisational skills
    • The ability to work as part of a team
    • Flexibility to work shifts including weekends
    • Ability to learn quickly and absorb extensive information on our brands and product offerings
    • Technical agility in learning and using multiple applications and systems; ability to multi-task on a daily basis between systems

    What’s in it for you?

    We are a fast-growing company listed in the Top 50 in the International Track 200 in 2021, #12 in the International Track 200 in 2020, #11 in the Sunday Times Fast Track 100 in 2019, #7 in 2018. Over the past year we have grown from a team of 18 to 56 people. As we grow, we are committed to maintaining a lean company that can make decisions in seconds without corporate hierarchy. From day one you will be given meaningful tasks with real responsibilities. This will provide you with the chance to leave your mark and make a difference to a very exciting company from day one. By working in a passionate, hardworking and dedicated young team, you will learn a wealth of business skills and have the opportunity to be involved in a diverse range of projects helping to fast track your career. 

    We’re offering a salary of £25,000 per annum for this role, dependent on skills & experience.

    What happens now?

    We’ll do our best to respond to all successful candidates within two weeks. You’ll be contacted to arrange a phone interview with our Head of Customer Care, before completing a task to help us assess your written/spoken customer service style. If successful at both stages, we’ll invite you to our office in Kentish Town, to interview and see where you’ll be working.


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