Customer Service Advisor @ SharkNinja

Customer Service Advisor

German Speaking

Posted on 1/10/2023

INACTIVE

Locations

Leeds, UK

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Communications

Zendesk

Requirements

Native or (close to native) Level of fluency in German (verbal and written) and French would be advantageous
Good Level of written and spoken English
Ability to work under pressure in a fast-changing environment and can handle surprises
Deliver Customer Service results to tight deadlines and schedules
Attention to Detail with a high level of accuracy in documentation
Passionate and tenacious about customer service
Team Player with a 'can do' attitude
Conflict management and problem-solving skills
Excellent and clear verbal and written communication skills
Ability to use 'Positive' language
Strong listening and empathy skills
Able to take ownership of each enquiry and problem solve in order to resolve customer enquiries and complaints
Previous experience of working within a Customer Service environment with strong emphasis on delivering a positive Customer Service by matching the individual needs of the Customer
Good standard of knowledge and competency in the use of Microsoft Office and content / order management systems. Previous knowledge of Zendesk would be an advantage but not a requirement
Previous experience supporting, auditing, and delivering a high level of quality and experience within the contact center space would be considered an advantage

Responsibilities

Responsible for handling and resolving all consumer related enquiries with a professional manner using both verbal and written communication channels, while representing the SharkNinja brands with pride
Plan and prioritize own workload to meet deadlines and agreed Customer Service targets
Self-Motivated individual with a desire to solve and own the consumer's problem through to completion
Ensuring successful processing of customer orders and card payments for both the Shark Ninja Brands
Document and record accurately all customer service interactions including any follow up
Provide solutions that meet and exceed the consumers' expectations in situations where the customer service journey has failed to deliver
Keep up to date with new product releases including launch dates, specification, and features
Drive forward changes quickly and identify suggestions for improvement in proposed and current processes
Deliver to agreed KPI reporting on Customer Service KPI's, (First Contact Resolution, Net Promoter Score, Escalations and Quality)
Responsibility to ensure the success of Customer Service on behalf of the Shark Ninja Brands in the international market
As a corporate citizen, learn and support SharkNinja's Diversity, Equity & Inclusion strategy
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
Explore SharkNinja's DEI Groups or volunteer to serve on committees that organize diversity-related events and activities
Participate in employee engagement surveys and respond as openly and honestly as possible
Become culturally competent; take the time to learn about different cultures, races, religions, and backgrounds represented by your colleagues
Ensure equitable experiences, strengthen inclusion acumen, and promote a culture of inclusivity and belonging that embraces the contributions of all team members
Lead us to be “RARELY SATISFIED”
Make things better each day; “PROGRESS OVER PERFECTION”
Use your knowledge of our consumer, understand that “DETAILS MAKE THE DIFFERENCE”
Deliver something great; “WINNING IS A TEAM SPORT”
Be clear and honest, “COMMUNICATING FOR IMPACT”

Customer Service Advisor – Global -German Speaking – Leeds Office

You will join the existing Global Consumer Experience team by handling inbound enquiries from internal stakeholders, external partners, and consumers, regarding international customers’ experience support. Focus on clarifying & resolving customer orders/issues will be key.

Main Objectives of the role, but not limited to:

·Responsible for handling and resolving all consumer related enquiries with a professional manner using both verbal and written communication channels, while representing the SharkNinja brands with pride.

·Plan and prioritize own workload to meet deadlines and agreed Customer Service targets.

·Self-Motivated individual with a desire to solve and own the consumer’s problem through to completion.

·Ensuring successful processing of customer orders and card payments for both the Shark Ninja Brands.

·Document and record accurately all customer service interactions including any follow up.

·Provide solutions that meet and exceed the consumers’ expectations in situations where the customer service journey has failed to deliver.

·Keep up to date with new product releases including launch dates, specification, and features.

·Drive forward changes quickly and identify suggestions for improvement in proposed and current processes.

·Deliver to agreed KPI reporting on Customer Service KPI’s, (First Contact Resolution, Net Promoter Score, Escalations and Quality).

·Responsibility to ensure the success of Customer Service on behalf of the Shark Ninja Brands in the international market.

Personal Competencies:

·Native or (close to native) Level of fluency in German (verbal and written) and French would be advantageous

·Good Level of written and spoken English

·Ability to work under pressure in a fast-changing environment and can handle surprises.

·Deliver Customer Service results to tight deadlines and schedules

·Attention to Detail with a high level of accuracy in documentation.

·Passionate and tenacious about customer service.

·Team Player with a ’can do’ attitude.

·Conflict management and problem-solving skills.

·Excellent and clear verbal and written communication skills.

·Ability to use ’Positive’ language.

·Strong listening and empathy skills.

·Able to take ownership of each enquiry and problem solve in order to resolve customer enquiries and complaints

Experience

·Previous experience of working within a Customer Service environment with strong emphasis on delivering a positive Customer Service by matching the individual needs of the Customer.

·Good standard of knowledge and competency in the use of Microsoft Office and content / order management systems. Previous knowledge of Zendesk would be an advantage but not a requirement.

·Previous experience supporting, auditing, and delivering a high level of quality and experience within the contact center space would be considered an advantage.

SharkNinja operates Preferred Supplier (PS) arrangements for all permanent, contract and temporary recruitment across all UK functions. As such, we would ask that agencies refrain from making contact with any of our SharkNinja colleagues and that no CVs are submitted to staff across the Business. Any unsolicited CVs and/or communications will reflect unfavourably on any potential opportunities for your agency. Any CVs will be sent at your own risk and will be interpreted as ‘gifts’ and we will reserve the right to engage with candidates directly having not, in any way, entered into your company’s Terms and Conditions of Contract. If you would like to be considered for Preferred Supplier status, please send a brief introduction to your business to [email protected], clearly stating in the header of your email your company name and the discipline(s) that you specialise in. Your email will then be kept on file for consideration should we review our incumbent Preferred Suppliers. Thank you for your interest and co-operation.

Our purpose is to positively impact people’s lives every day in every home around the world! We work very hard to provide our consumers with high quality, exciting 5-star products that make life easier. We thrive on passion and innovation, and are looking for great people, with great ideas, who want to build the next big thing and develop while they do.

At SharkNinja, Diversity, Equity, and Inclusion is vital to our global success. Valuing each unique voice and blending all of our diverse skills strengthens SharkNinja’s innovation every day. We support ALL associates in bringing their authentic selves to work, making an impact, and having the opportunity for career acceleration. With help from our leadership, associates, and our community, we aim to have equity be a key component of the SharkNinja DNA.

YOUR ROLE in DIVERSIFYING SHARKNINJA

·As a corporate citizen, learn and support SharkNinja’s Diversity, Equity & Inclusion strategy

·Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias

·Explore SharkNinja’s DEI Groups or volunteer to serve on committees that organize diversity-related events and activities

·Participate in employee engagement surveys and respond as openly and honestly as possible

·Become culturally competent; take the time to learn about different cultures, races, religions, and backgrounds represented by your colleagues

·Ensure equitable experiences, strengthen inclusion acumen, and promote a culture of inclusivity and belonging that embraces the contributions of all team members

SharkNinja is voted 2022 Best Places to Work in Boston and 100 Best Large Companies to Work For. As a subsidiary of JS Global Lifestyle Company Limited (Hong Kong: 1691), a leader in small household appliance innovation, we are ranked in the top three for the ’Best ESG Management Company’ in consumer necessities sector by leading international financial magazine, Institutional Investor, in June 2022. We strive to get smarter and are dedicated to integrating DEI in our processes, practices and policies. Some of our benefits include 4 Global DEI subcommittees, 8 Affinity Groups, 5 Business Resource Groups, Cultural Celebrations, Summer Half Day Fridays, Volunteer Impact Day/Activities, Mentorship & Coaching Programs more. Plus your first SharkNinja product is on us and you can enjoy discounted products throughout the year.

YOUR ROLE in leading our SUCCESS DRIVERS & representing our UNIQUE MINDSET

·Lead us to be “RARELY SATISFIED”

·Make things better each day; “PROGRESS OVER PERFECTION”

·Use your knowledge of our consumer, understand that “DETAILS MAKE THE DIFFERENCE”

·Deliver something great; “WINNING IS A TEAM SPORT”

·Be clear and honest, “COMMUNICATING FOR IMPACT”

Explore SharkNinja on our social channels:

Instagram

SharkNinja’s Candidate Privacy Notice can be found here: https://www.sharkninja.com/candidate-privacy-notice/

We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, disability, or any other class protected by state or federal law. SharkNinja will consider reasonable accommodations consistent with federal, state, and local law. If you require a reasonable accommodation to participate in the job application or interview process, please contact SharkNinja People & Culture.

201-500 employees

Website

Vacuum & kitchen appliances

Company Overview

At SharkNinja, their purpose is to positively impact people's lives every day in every home around the world. They work very hard to provide their consumers with high quality, exciting 5-star products that make life easier.

Company Core Values

Rarely satisfied
Progress over perfection
Details make the difference
Winning is a team sport
Communicating for impact