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Participant Experience Agent (German speaking)

Participant Experience Agent (German speaking)

Contract: 6 months

Location: Milton Keynes/Remote


Job Description:

Our established client is looking to recruit a Participant Experience Agent to join their team on a fulltime permanent basis. The successful Agent will work within the Participant Experience Team, which acts as the first point of contact for participants on key clients, handling inbound email and inbound telephone calls effectively and efficiently.


Key Responsibilities:

  • Respond to participant queries through the campaign hotlines and email helpdesk facilities adhering to all department processes
  • To process all weekly supplier back-order reports according to deadlines
  • Administer all Reward & Recognition campaigns, including order processing and monitoring of items ordered, and liaising with suppliers when necessary
  • Surpass both internal and external customer expectations, ensuring that all fulfilment is completed within deadline and to an exceptional standard
  • Provide quick and accurate fulfilment of gift vouchers and certificates daily
  • Follow all relevant Company and Quality procedures as stipulated by ISO 9001and GDPR
  • To assist with other administrative work as deemed necessary by the Team Leaders
  • Proactively respond to any requests from the Client Service seeking assistance
  • To provide a key link with our participants and ensure we maintain high levels of customer service
  • Maintain and update the databases according to the needs of the campaign
  • Organise and contribute to the preparation of paperwork and correspondence relating to the campaigns


Essential Skills/Experience:

  • Experience of customer servicing, telemarketing, or client servicing
  • Experience in a database operations environment
  • Understanding of database functionality
  • Agency experience desirable although not essential
  • Basic level of commercial awareness
  • Must be extremely flexible and available to work additional hours at peak times of the year to meet client deadlines
  • Excellent telephone manner
  • Clear communication skills, both verbal and written
  • Excellent attention to detail with strong sense of urgency
  • A self-starter and ‘closer’ of projects with a willingness to ask questions and learn
  • Proactive, positive outlook and ‘can do’ attitude with good relationship-building skills
  • A problem solver who is driven to exceed participant expectations
  • Good organisational skills
  • Good troubleshooting and decision-making skills, used to working on own initiative
  • Demonstrable knowledge of IT skills including Microsoft Access, Word, Excel and Outlook
  • Mathematics and English qualification to GCSE Standard
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