German speaking Customer Service Agent (non-voice)

About the position
Our client is a leading business services company. They focus on customer engagement and improving business outcomes for over 450 global clients across multiple continents. Their 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics and back office solutions in 40+ languages from 125+ delivery centers. They serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients.

This project is Primark which is widely established as the destination store for keeping up with the latest looks without breaking the bank. Their stores offer a diverse range of products, stocking everything from baby and kids, to women’s men’s, homeware, accessories, beauty products and confectionery. Primark opened its first store in Dublin in 1969 under the name Penneys and today operates in over 320 stores in eleven countries across Europe and America.

THE ROLE:

Primark believes in working hard while having fun, and working together to deliver great results for our customers and colleagues. We are passionate about everything we do, and we look to inspire with the energy we bring to our roles. At our company, we are looking to replicate this, and combine with individuals who display the right skills and attitude who want to contribute to our success and theirs.

We’re looking for people who reflect both Primark & our company’s culture and values. They need to be bright, enthusiastic and always helpful - to customers and other members of their team. They must display a passion for always wanting to keep improving the way that we work.
Responsibilities:
• Responsible for a range of inbound customer contacts via social media and email
• Manage cases within the supplied Customer Relationship Management (CRM) system
• Document and log all contacts and actions in the CRM per specified guidelines
• Provides clear direction to assist customers during issue resolution
• Remains knowledgeable of performance requirements, brands/product and process documentation
• Achieves specified performance goals and required knowledge of all tools
• Maintain active participation in supporting continuous improvement efforts within Primark, for example, highlighting process inefficiencies and reporting unresolved issues, etc.

Qualifications:
• Fluency in written & spoken English & one of the following;
o German & English
• Exceptional customer service skills required with a minimum of 6 month’s contact center experience
• Clearly demonstrate the ability to respond via social media in the management & resolution of customer enquiries
• Proven experience of PC and software applications including Microsoft Word and Outlook
• Ability to demonstrate 6 month’s experience delivering excellent written communication with a professional manner
• Strong interpersonal skills, proven experience demonstrating the ability to establish and maintain effective working relationships
• Ability to recognize differing customer needs, and successfully manage resolution of contacts aligned with delivering great Customer Experience
• Can do attitude, and a desire to support our customers and colleagues

DESIRED CRITERIA:
• A passion for fashion and knowledge of current trends
• The ability to learn new software packages/tools quickly
• Be energetic and enthusiastic in carrying out their role

HOURS OF WORK:
• Full flexibility is required between 10am and 4am, Monday to Sunday. (20% uplift applied to hourly rate after 10pm)

• A bright, modern and exciting place to work with excellent staff facilities.
• Annual Reward & Recognition Ceremony.
• 28 days paid holiday (including statutory days).
• Pension Scheme.
• Employee discounts scheme.
• Excellent relocation package.
• A fun, dynamic and challenging work environment.
• Professional development opportunities.
WHY BELFAST?

Belfast itself is a vibrant, multi-cultural and exciting place to live. As the capital of Northern Ireland, it is home to around 580,000 inhabitants in the metropolitan area and boasts a wide variety of exciting attractions, including Titanic Belfast, Game of Thrones tours, scenic and coastal walking and cycling routes, a vibrant night life with regular music, art, and social events, and much more! Finding accommodation is simple with the support of our relocation team. Accommodation, transport and the general cost of living are all very reasonable in Belfast.