Customer Service Agent - German Speaker

AMARLA is a privately-held company operating in the Retail Industry, with a deep expertise in opening and operating retail stores. The company is Limited Brands’ partner (Victoria’s Secret & Bath & Body Works) for its international development in a wide geographical territory and maintains a current focus on opening and operating retail boutiques in Europe, Middle East and Africa (EMEA).

Bath & Body Works, is one of the world’s leading specialty retailers and home to America’s Favourite Fragrances® offering a breadth of exclusive fragrances for the body and home, including the #1 selling collections for body lotion and body cream, body wash, hand soap and fine fragrance mist. For more than 25 years, customers have looked to Bath & Body Works for quality, on-trend products and the newest, freshest fragrances.

Customer Service Agent - German Speaker

Main Responsibilities

• Optimizes engagement, actions customer feedback, facilitates online conversations and responds to questions, comments, etc.
• Ensures quality of customer care feedback
• Proactive with customer outreach if deliveries impacted or on escalated/negative experiences
• Manages response time KPIs across channels
• Escalates potential process changes needed based on reviews and customer feedback trends
• Shares top areas for improvement with teams
• Stays current with changes in all social media platforms ensuring maximum effectiveness
• Manages connecting social posts with commercial ecomm team, enabling a customer first environment
• Balances omni-channel support – driving to site and stores
• Suggests new ways to attract prospective clients
• Researches audience preferences and leverage current trends

Direct report: Ecommerce Manager

Experience

• Degree in Communications, Marketing, Media or other related field
• +1 year of relevant coursework or experience
• Excellent command of English or Dutch
• German language level: Fluent /Native
• You maintain strong knowledge and application in Instagram & other customer service tools
• Excellent interpersonal skills and ability to interact with people at all levels
• Excellent multi-tasking ability, organizational skills and flexibility
• Excitement and adaptability
• You work proactively, independently and have a hands-on mentality whilst keeping an eye for detail
• You have strong verbal and written communication skills, attention to detail, and accuracy
• You are communicative and service minded
• Affinity with retail and cosmetics

Working Hours

• 20 - 25 hours per week
• Flexible working hours: weekdays & weekends

Applications info

Starting date: Immediately
Please apply by submitting your CV and motivation letter in English.
Only shortlisted candidates will be contacted.