Customer Support Advisor (German/English Speaking & Writing)

Job Reference
Salary Description
Based on 26.25 hours per week (pro rata)
Contract Type

Purpose of role

To offer a premium level of service to both EU and UK customers, while playing a pivotal role in a friendly and dynamic Customer Support team. You will be a driving force to ensure Customer Experience is the central focus and deliver key department KPI’s.

Principle duties & responsibilities

• Be committed to delivering exceptional customer service to both EU & UK customers by putting the customer at the heart of everything you do

• Accurately capture and retain data from customers on product enquiries and faults into the company systems, enabling replacements to be issued within agreed department SLA

• Understand people and can effectively manage expectations over the phone and via email and social media

• Provide first line support and advice to customers with their products 

• Achieve department KPI’s targets ensuring the customer service levels we provide are to the correct standard

• Be responsible for attending the correct level of training and be part of the Training Academy process: Ensuring that you stay up to date with all new products, product modifications, processes, and regulations

• Be a part of an evolving team: Challenge the status quo to do things better and offer improvement suggestions

• Collaborate with other areas of the business to assist in ensuring our customers receive the best customer experience possible 

Must be fluent in written and spoken English and German languages.

• Competent with computer systems and quick to learn new systems 

• Working by the company and department standards and procedures

• Performing to meet and exceed the department KPI’s

• Any other tasks as required by the line manager Customer Support Values MERIT is at the heart of everything they do

Modesty: we go about our business without drama or pretence … we are real, and we are human.

Enthusiasm: We are vibrant, enthusiastic and passionate about what we do. We believe in our work and have fun doing it.

Renew ourselves: We aren’t set in our ways. We constructively challenge ourselves and each other to be the best possible version of ourselves. Things change and we need to keep changing too.

Integrity: We make sure things are done in the right way – what we hold to be true

Teamwork: We are all individuals who work together to make things better and get things done.

UK / German Customer Support agent - Based in Coventry

Hours: 9.00am – 14.45pm (30 minute lunch break)

Monday to Friday

Based: Coventry site

Once fully trained after a few months person has option to work from home 2 days a week maximum if they want to.

Salary: Up to £25k (this is based on 26.25 hours per week Pro Rata)


25 days annual leave, plus 1 birthday holiday

Opportunity to purchase/sell up to 5 days holiday

Group Life Assurance

Private Medical Insurance

Worldwide Travel Insurance


Group Income Protection Insurance

Hybrid working (option to work from home 2 days per week)


Free parking

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