Customer Experience Executive

Reports to: Head of Customer Service

Department: Customer Service

Purpose of the Role

Our friendly and supportive team are looking for someone with exceptional customer service skills in both German and English, as well as translation of written content  from English to German. Our UK office is a warm and fun environment, where you will be surrounded by colleagues who are enthusiastic and passionate about the work they do.

 

Background

Motorsport Events is passionate about curating and delivering unique experiences to the world's premier motorsport events. Our collective set of brands deliver an unrivalled customer offering. We are committed to expanding the reach of the intoxicating world of live motorsport. Empowering our customers with rich informative content that wraps around the products we offer so everyone can make an informed decision, of where best to go, what to see and what to do. Motorsport Events, part of Driven Lifestyle the digital market leader in motorsport and automotive and representing the largest audience of motorsport and auto-enthusiasts in the world, sells for over 120 events, has delivered 800,000 experiences to customers across more than 100 countries.

Principal Accountabilities:

• Supporting customer enquiries and bookings in both German and English
• Researching and responding to email enquiries
• Handling telephone enquiries and bookings
• Supporting customers through online chat messaging
• Responding to private messages on social media
• Translating website content, customer communications, and other relevant texts from English to German
• Helping to fulfil and dispatch customer ticket bookings
• Any other adhoc tasks as relevant to the company

 

 Skills, Knowledge and Attributes Required:

 

• A positive, enthusiastic, and motivated individual that always looks to deliver beyond expectations
• A genuine desire and enjoyment in helping customers and championing our service and values
• Native level in German (French ideal but not required) and fluent in English
• Excellent oral/telephone communication skills - able to communicate in a polite, patient, friendly, and professional manner
• Excellent written/email communication skills - able to communicate and write content in a clear, well-written, friendly, and professional style.
• A high level of accuracy with impeccable attention to detail
• Well-organised and able to effectively manage multiple tasks
• Able to undertake adhoc tasks and work independently
• A willingness to learn company products, systems and procedures

How will Success in This Role Be Measured?

 

• You will be measured against CSAT scores and customer feedback (always above 90%)
• Your ability to go above and beyond for our customers (positive mentions throughout social media and trustpilot – aiming for one a month)
• Your teamwork skills to ensure the average response time is as low as possible – always below 5 days