Customer Service Advisor - German Speaking

Summary

At M&S we want to be the most trusted retailer, doing the right thing for our customers, with quality products at the heart of everything we do.

We are looking for Customer Service Advisors to serve our customers brilliantly first time, every time by bringing the magic of M&S, through exceptional quality, value, service and innovation to every customer whenever and however they contact us.

Our customers are welcome to contact us at M&S in several different ways, from telephone queries and emails to social media. Therefore, you may be required to support across several different platforms within our Contact Centre to deliver a best in town service for our customers.

We encourage applications from candidates with previous experience in resolving escalated customer queries regardless of your industry - if you enjoy building relationships with customers, we can teach the rest!

We are passionate about nurturing a growth culture here at M&S and want to give our colleagues the tools and support needed to grow their own careers. Our Customer Service Advisor role is a great opportunity to kick start your career at M&S!

What's in it for you

Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special:

1. 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
2. Competitive holiday entitlement with the potential to buy extra holiday days!
3. Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
4. A generous Defined Contribution Pension Scheme and Life Assurance.
5. A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
6. Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
7. Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
8. Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
9. A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

What you'll do

Your key accountabilities will include:

1. You'll be empowered to take ownership of our customers queries, to help resolve their complaints. Keeping your promise to the customer every time, with a goal of first-time resolution.
2. You'll talk to our customers over the phone, by email and social media with the freedom to help them in a way you too would like to be helped.
3. Working with a team of experts, collaborating closely with our stores, suppliers and wider business teams to resolve complex queries and complaints, with the freedom and support to do the right thing.
4. Providing accurate data, giving insight into the reasons for customer contact - this is instrumental in helping to influence business decisions.
5. Delivering outstanding quality standards when communicating with customers.
6. Working collaboratively to support customers, stores, outsourced operations, and all areas of the M&S business - acting as a role model for service.
7. Identifying potentially brand damaging situations and ensuring that relevant departments/individuals are engaged and consulted until issues are resolved.

Who you are

Your skills and experience will include:

1. Verbal & written fluency in German and English.
2. Experience working with customers, within any industry, with the ability to manage difficult conversations if required.
3. A good listener who is passionate about helping others.
4. Digitally savvy and curious to learn more.
5. A can-do attitude, to give anything a go.

Everyone's welcome.

We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.