Customer Experience Specialist - Native German Speaker

Location: Dunton
Department: Customer Experience
Reports To: Customer Experience Operations Supervisor
Salary Grade: 14
Salary: £34,500 per anuum

Position Summary

We are seeking a Native German-speaking Customer Experience Specialist to deliver exceptional support to customers and prospective buyers on behalf of a globally recognised automotive brand.

The successful candidate will use their native-level German language skills to build trust, strengthen customer loyalty, and provide outstanding customer experiences. By carefully understanding customer needs, concerns, lifestyles, and preferences, the Customer Experience Specialist will provide accurate information, support, and issue resolution in a timely and professional manner.

This role serves as a Single Point of Contact for customers, handling general enquiries, product and technical questions, and after-sales support. Customer interactions are managed through a blend of inbound and outbound telephone calls, email, and live chat.

You will primarily support German-speaking customers and therefore must possess native or near-native fluency in German, alongside strong English communication skills.

Key Responsibilities

• Deliver an exceptional customer experience, building relationships based on trust, ownership, and enthusiasm.
• Support German-speaking customers across multiple communication channels, including phone, email, and chat.
• Act as a trusted resource for product information and service support.
• Actively listen to customers and guide conversations effectively and professionally.
• Liaise with internal departments including Sales, Technical Support, Warranty Teams, and Dealerships to ensure customer satisfaction.
• Handle inbound customer calls in a courteous, professional, and solution-focused manner.
• Manage customer email and chat enquiries promptly and accurately.
• Demonstrate strong follow-up and organisational skills in both verbal and written communication.
• Resolve customer concerns using all available resources, including Dealerships, Subject Matter Experts, Field Managers, Stakeholders, and Knowledge Base tools.
• Return all customer emails and voicemail messages promptly and follow through on commitments.
• Accurately document customer interactions and case details within CRM systems.
• Utilise customer satisfaction tools where appropriate to resolve issues, including goodwill assistance, service plans, maintenance plans, and related solutions.
• Participate in business-related projects, customer experience initiatives, and process improvement activities.
• Achieve performance objectives and service metrics as set by management.
• Provide constructive feedback to support continuous improvement within the department.
• Collaborate effectively with colleagues and provide support when required.
• Perform additional duties as assigned.

Education

• Further Education College qualification, A-Levels, Higher/ONC qualification, or equivalent relevant experience.

Experience

Essential

• Native German speaker with excellent written and verbal communication skills.
• Professional fluency in English.
• Previous experience in a customer service, customer experience, or contact centre environment.
• Experience handling customer enquiries through telephone, email, and digital channels.

Desirable

• Passion for or interest in the automotive industry.
• Experience supporting customers within an automotive, technical, or manufacturing environment.
• Knowledge of commercial vehicles or fleet operations.

Skills & Competencies

• Native-level German communication skills with excellent grammar, spelling, and written accuracy.
• Strong English communication skills.
• Demonstrates a high level of trust, integrity, and professionalism.
• Excellent listening and problem-solving abilities.
• Strong customer service and relationship-building skills.
• Effective time management and prioritisation skills.
• Ability to manage difficult conversations and resolve customer concerns professionally.
• Sound judgement with a strong focus on customer satisfaction.
• Ability to influence outcomes through professional verbal and written communication.
• Adaptable communication style to meet individual customer needs.
• Comfortable using technology and digital resources to support issue resolution.
• Working knowledge of Microsoft Office applications, email, chat, and CRM systems.
• Ability to work across multiple systems and screens simultaneously.
• Resilient and able to remain calm under pressure.
• Maintains a professional demeanour and appearance at all times.
• Able to work effectively with stakeholders at all levels, both internally and externally.
• Represents the organisation professionally in every customer interaction.

Language Requirements

Essential:

• Native German speaker or equivalent C2-level fluency.
• Excellent written and spoken German.
• Good command of written and spoken English.