German/Hebrew Customer Service

Confidential; Watford; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Confidential in Watford is seeking a Customer Service Advisor fluent in German and Hebrew to lead client interactions and manage service inquiries as a trusted liaison.

The hybrid role involves coordinating with internal teams to ensure contractual terms are met, protect long-term profitability, and drive satisfaction across the client base.

You will support retention, seek upsell opportunities with Sales, and deliver a seamless customer experience across the current product portfolio.

Qualifications

• Fluent in German and Hebrew (written and spoken).
• Experience in customer service or account coordination preferred.

Responsibilities

• Serve as lead point of contact for clients, answering questions, addressing concerns, finding solutions, communicating updates, and handling transactional sales opportunities.
• Build and maintain strong, long-lasting relationships with clients, and proactively address client retention and growth.
• Monitor service, equipment, and consumable contracts to ensure execution of Terms & Conditions, including profitability approved by the business.
• Evaluate the customer's current service plan and provide recommendations based on the client's needs and suite of products.
• Monitor clients recurring revenue trends while driving efficiencies through the entire ordering process and educating and driving use usage of Partner Place.
• Coordinate each department to deliver and exceed the requirement of the customer.
• Partner and understand internal departments, processes, and stakeholders. This includes, but not limited to, Service, Invoicing, Implementation, Contracts, Incident Handling, Engineering, and Credit and Collections.
• Align with Sales team on customer expectations, growth, and retention strategies. An emphasis on driving a positive experience with both new and current equipment and assisting Sales.
• Collaborate with Sales team to identify upsell opportunities, and referrals while keeping customers satisfied and engaged with the current product portfolio.
• Assess client needs and find creative solutions to assist and manage challenging customers requests and escalation.

Skills

German language

Hebrew language

Job description

Our client based in Watford is seeking a German and Hebrew speaking Customer service Advisor, both languages need to be written and spoken.
Hybrid working

In this role you will build and maintain strong client relationships by serving as the lead point of contact for dedicated customers. The Account Coordinator will manage activities through to completion and communicate back to the client. Act as liaison between the company client and our clients teams and will collaborate with key internal stakeholders to drive our clients initiative. They will be responsible to ensure account long-term profitability by understanding and ensuring current contractual terms and conditions are in place. You will be responsible for both the retention and growth of their existing client base, as well as soliciting client feedback and driving customer satisfaction.

Key Responsibilities

• Serve as lead point of contact for clients, answering questions, addressing concerns, finding solutions, communicating updates, and handling transactional sales opportunities.
• Build and maintain strong, long-lasting relationships with clients, and proactively address client retention and growth.
• Monitor service, equipment, and consumable contracts to ensure execution of Terms & Conditions, including profitability approved by the business.
• Evaluate the customer's current service plan and provide recommendations based on the client's needs and suite of products.
• Monitor clients recurring revenue trends while driving efficiencies through the entire ordering process and educating and driving use usage of Partner Place.
• Coordinate each department to deliver and exceed the requirement of the customer.
• Partner and understand internal departments, processes, and stakeholders. This includes, but not limited to, Service, Invoicing, Implementation, Contracts, Incident Handling, Engineering, and Credit and Collections.
• Align with Sales team on customer expectations, growth, and retention strategies. An emphasis on driving a positive experience with both new and current equipment and assisting Sales.
• Collaborate with Sales team to identify upsell opportunities, and referrals while keeping customers satisfied and engaged with the current product portfolio.
• Assess client needs and find creative solutions to assist and manage challenging customers requests and escalation.