Customer Experience Advisor - German Speaking

We’re here to inspire people to be their own Snagging fashion trend by making clothing accessible to everyone. For far too long, we endured the discomfort of ill-fitting clothes, designed for a single body shape. But our bodies aren’t one shape; Every-body is beautifully different, and we love to celebrate this diversity.

We sold our first product in 2018 and what's transpired since has surpassed our wildest dreams. We're not just in the business of fashion; we're actively challenging the status quo and defying the oppressive grip of the fashion world. It's time to shatter the mould that has long beat down individuals based on their size, be it plus size, tall size, broad size, super size, or any size at all.

We've introduced dresses, leggings, swimwear, skirts, and a whole lot more! Our aim is to spread the joyous spirit of resistance, arming our community with not just fabulous clothes to fit everybody, but also the power of language, tools, and affirmations. It's all about flipping a triumphant two-finger salute to the fashion patriarchy and letting everyone express their authentic selves.

Reporting to: Team Leader - Customer Experience

Salary: between £23K-£25K per Annum

Mission:

To provide exemplary customer service by resolving customer issues in a warm and personable manner.

To achieve our target of responding to all customers within a 24-hour window and reporting back on the

trends so that we can learn as much as possible from our customer interactions.

Duties:

- Resolve Customer Queries effectively and efficiently

- Operating Snag systems – Generating Replacements, Arranging Refunds, Keeping Activity Logs,

Tracking Orders, Reviewing Warehouse Status

- Liaising with colleagues across departments – communicate with warehouse, technical support

or other colleagues to resolve customer issues.

- Ensure personable and individual customer service – respond to customers in your way to provide helpful, high-quality and bespoke customer service.

- Support CS team – assist fellow CS advisors with trickier queries and mentor newer colleagues

Requirements:

- Previous experience working in Customer Experience would be advantageous.

- Comprehensive PC skills, especially in use of Google Suite and other IT systems (preferably

Kustomer, Mintsoft, Shopify).

- Excellent written English & German communication skills.

- Problem-solving and understanding of when to escalate problems.

- Professional and organisational skills, with the ability to work from home, manage personal

schedules and meet daily targets.

Details:

- Full Time - 37.5 hrs per week

- Flexible Working Rota - Offering a choice of shifts within business hours, weekends are worked on

rotation.

- Bank Holiday working (excluding Christmas and New Year)

- Work flexibly from home

- 33 days Annual Leave

- Based in the UK, this role will only be eligible for applications within this region only.

• SNAG DISCOUNT CODE: 50% off on all Snag products
• PLUMM: a wellness app designed to support your mental well-being
• LIFE INSURANCE POLICY: in the unfortunate event of your passing, while working with Snag, this policy pays out three times your annual salary to your family
• WECARE: an app that provides free access to 24/7 GP consultations (video or call), life events counselling, financial and legal guidance and more.
• PENSION SCHEME: after passing your probationary period you will be auto-enrolled in our pension scheme with Smart Pension
• PRIVATE MEDICAL SCHEME: after passing your probationary period you will be able to sign up for a Private Medical Scheme, our provider is AXA Health UK

So, are you ready to join the Snag Revolution?