Member Services Expert / German speaking - Wimbledon

Undisclosed Company
London, Wimbledon
£25000.00 per annum
28 Nov 2016
12 Dec 2016
Manpower UK
Job Type
Position German Speaking Member Services Expert
Location Wimbledon
Salary £25,000

As part of the in-house Member Services International team, you will responsible for delivering an exceptional service to our members. You'll offer support to our out-sourced call centre, monitor quality as well as deal with a wide range of in-house tasks. Whilst you'll be assigned to predominantly work on a specific country, you would also be responsible for supporting your colleagues on projects relating to other markets. We deliberately staff our member services team with high calibre individuals who we empower to deal with issues rather than just logging them for escalation to another team. Member Services is the core of our business and we want people capable of progressing within our UK and European teams.

Duties and Responsibilities
Responsibilities include but are not limited to the following:
 Responsible for all high-skill Member Services International tasks to both protect our business and deliver an exceptional service to our members ensuring a high level or member satisfaction and loyalty
 Deliver operational support to the call centre for all Member Services processes and procedures
 Provide subject matter expertise for the call centre on all products, and develop a specialty in one or more representative skill area
 Research information and troubleshoot problems using documents and resources
 Be a third and final tier point of contact for the call centre to handle and resolve escalated member inquiries of heightened sensitivity or complexity
 Execute Quality Assurance programs, audit and monitor out-sourced agent performance based on call calibrations to ensure best in class member experience
 Monitor, interpret and utilize personal control numerous simultaneous tasks in tandem
 Partner with cross-functional teams and markets to improve the member experience
 Ability to branch out beyond scope of local market to participate in global SOP, policy, and member communication review
 Interpret and utilize personal and performance metrics for ongoing productivity and efficiency
 Mentor new hires to the in-house Member Services team
 Ability to act as subject matter expert on Member Services workflows and toolset
 Deal with tasks across all Member Services International markets
 Specific project work as needed to support Member Services International initiatives

Requirements & Qualifications
To perform this job successfully, an individual should meet the following minimum requirements and qualifications:
 Outgoing, friendly personality
 Fluent spoken and written English (if applying for a role specific to another market, you must also have proficiency in that language)
 Experience in a customer service or quality assurance role preferable
 Strong in Microsoft Office based programs
 Ability to multi-task efficiently
 High level of personal drive and sound judgement
 Outstanding communication and administrative skills
 Strong attention to deal
 Ability to work on your own initiative