Customer Service Executive (German + English Speaking)

Purpose of the Role

The Customer Service Executive will be responsible for addressing and resolving customer issues ensuring a customer-centric approach that helps drive customer retention and advocacy. As well as providing excellent customer services, the role ensures timely and accurate translation of website content and customer communications and the dispatching of customer ticket bookings.

Background

Motorsport Network is the global market leader in media and technology sitting at the intersection of the Motorsport and Automotive industries. We have grown our audience to more than 61 million monthly active users and over 20 million social media followers. We have sold more than one million copies of our NASCAR series of video games and market tickets and hospitality experiences to more than 100 events per year.

Motorsport Network’s events division is a fast-growing specialist provider of motorsport tickets, experiences, travel, hospitality, and exclusive events, including Le Mans 24 Hours, Formula 1 and Moto GP races, WRC rallies, the Isle of Man TT and many more.

 

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 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

STRICTLY NO AGENCIES – ANY AGENCY CV’S WILL AUTOMATICALLY BE TURNED DOWN