Apply: WGSN - German Speaking Client Service Specialist - London
Reference:
NA-177
Role Title: German Speaking Client Service Specialist
Role purpose
The Client Service Specialist works with the Account Management team to ensure that our clients understand and use our portfolio of products. Working in partnership with the AM team the CSS role is to ensure that customers get tangible value from our service.
Key responsibilities
Exceed KPI targets aimed at increasing user engagement with our services
Follow our retention wheel with existing clients to maintain and grow the relationship by regular contact with users to understand their business process and challenges and advise on how our service can help them
Follow up on all customer requests in a timely manner
Arrange & deliver training/workshop style meetings with clients which is tailored to their needs to ensure that we are integrated into their business processes and that we consistently add value
Partner with the Account Manager(s) to collaborate on account plans for all key/growth accounts
Keep up to date with all developments in our range of products and services and ensure you are an expert in all aspects of everything we do
Monitor the customer dashboard management panel and health check status of all accounts and be pro-active with any that are red or amber status
Ensure all customer and account information is recorded accurately in Salesforce and on the Account Management panel and keep all contacts up to date.
KPIs
Achieve/exceed specified targets as agreed with your Manager in respect of the following:
Increase in users engagement demonstrated through active vs. zero users
Client calls
Any others agreed as part of the yearly appraisal process
Experience required
Use of Salesforce or similar CRM an advantage
Truly exceptional customer service experience ideally within Fashion
High level written & verbal English language skills with ability to work across various communication methods · Effective priority management skills
Experience in effective face-to-face communication with clients through delivery of product training to diverse customer audiences
Strong presentation skills, flexible in style
Key competencies required
Ability to work in a high performing, fast paced environment
Motivated, with a strong work ethic and desire to succeed
A team player, keen to take on ad hoc tasks as and when required Customer-focused with a positive ‘can do attitude’
Able to understand customer needs (implied and explicit) and provide help and solutions through the products that we have
Relationship building skills that helps build trust and rapport with existing customers
Exceptional presentation skills, tailoring any presentation to the client
Strong organizational & multi-tasking skill
good attention to detail and able to work under pressure and meet deadlines
Excellent communication skills – confident and good listening skills
Interested in keeping up-to-date with trends and current issues that affect WGSN
Able to show use of Salesforce to record activity
WGSN Behaviours to demonstrate in everything you do
We CREATE
Be passionate about what you do
Feel empowered to innovate, push boundaries
Be proactive and not just reactive
We CELEBRATE
Revelling in our differences. Seeing the value in our diversity. Empowering each other. Acknowledging and recognition of our peers’ successes
We COMMUNICATE
Speaking up vs. keeping quiet. Sharing your ideas and knowledge – a learning culture with constructive solutions!
Seek to understand vs. be understood
Consider the impact of your actions/communications on other
We CHALLENGE
We are passionate about challenging the status quo and pushing ourselves out of our comfort zone
Forward thinking and be great problem solvers
We have the courage to stretch ourselves and take risks
We COLLABORATE
Listening to each other, being open, creating a safe space
Working with our clients to help them achieve success
Stepping outside of your job description to help get things done
Company Background:
<p>Do We Inspire You? <br />As a business-to-business media company connecting leading professionals globally through insightful market-leading Exhibitions, vibrant Festivals, and precise Informational Services, we inspire people to join us from around the globe with our strong ethics, integrity and clear focus for the future. <br /> <br />Can You Inspire Us? <br />As an ever expanding global business, we thrive upon fresh talent, new ideas, and unique approaches to make our businesses and people flourish. With exciting opportunities in sales, marketing, recruitment, to name a few, we want you to try things differently, show us your creativity, and inspire us by being you. <br /> <br />So WhyNot Join Us and Discover What You Can Do? <br />With a choice of vibrant and prestigious brands, it is simple to begin a career to flourish. <br /> <br />How Do I Apply? <br />Click ‘Apply’ and attach a copy of your CV with a contact number, to kick start your career with us.</p>
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