German Speaking Customer Service Advisors

Executive Fan Relations 

Start dates ASAP

Location: Middleton Manchester 
Pay Rate: £11p/h
Days of work: Monday to Friday with 1 day at the weekend (compensated with a day off during the week) 
Hours of work: Monday-Friday 12pm-8pm, Weekend 9:15am-5:15pm

Fanatics, Inc. needs energetic sports enthusiasts to work as Executive Fan Relations Athletes. The Executive Fan Relations athlete is responsible for resolving the most escalated customer-initiated issues to the highest professional standards. The objective of the position is to advocate for our Fans by delivering world-class customer service and managing all escalations to attain the best possible response/resolution. We continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make an impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.

GENERAL DUTIES & RESPONSIBILITIES:

•  Ensure that all customer escalations and complaints are managed to excellent professional standards and within Fanatics’ terms and policies.
•  Receive inbound contacts (calls, letters, etc.) and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met. Maintain personal and team accountability for productivity and efficiency.
•  Demonstrate ownership of customer issues and work proactively with Fanatics’ business units, partners and vendors to manage issues through to a complete resolution in a timely manner.
•  Demonstrate sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters, whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to appeal to a higher authority.
•  Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products
•  Advocate as the “voice of the Fan” to Fanatics. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
•  Understand current business processes and tools that impact our customers and work with the supervisor and the necessary owners internally to resolve any issues and fix processes.
•  Share information and knowledge with other team members to recognize and reduce the number of repeated issues.
•  Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
•  Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
•  Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.

EDUCATIONAL REQUIREMENTS:

•  High school diploma or GED
•  2-4 Years of Customer Service Experience
• 2-4 Years of call center experience preferred

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

•  Exceptional written and verbal communication skills
•  Ability to communicate effectively with all levels of management and company personnel
• Thorough knowledge of the products/services offered by Fanatics and its partners
•  Clear understanding of Fanatics’ policy regarding complaints
•  Exceptional Customer Service Skills
•  Keen sense of discretion and judgement
• Demonstrate Negotiation
• Love of sports
• Experience effectively deescalating customer concerns and handling objections
• Ability to maintain composure in high pressure situations
• Demonstrated ability to quickly learn, adapt and become highly efficient on new and / or changing systems, applications, policies and procedures
• Must be flexible to work various shifts; including Saturdays and Sundays. 37.5 hours per week.