Multilingual Customer Experience Consultant (German & English Speaking)
Job Title: Multilingual Customer Experience Consultant (German & English Speaking)
Salary: TBC
Location: Konecta Group – Ringwood / London (Hybrid)
Hours: 40 paid hours per week.
Shifts: 40 paid hours per week. A rota is supplied every month with your working hours. Shifts between 8.00am and 8.00pm Monday to Saturday.
Main Purpose of Role
The ZEAL Group ‘Create a better world of lottery!’ – One that’s thrilling, fun and packed with life‑changing moments. They are regulated in multiple jurisdictions across the globe, with offices in London, Madrid and Hamburg. Zeal Group is an exciting campaign which helps power the world of lotteries and brokers tickets for customers in Germany. Tipp24/Lotto24 – integral part of the Zeal Group – have partnered with Konecta to manage all their incoming customer service calls, emails and live chats.
Our Philosophy
We are here to provide our customers with the best support possible – no query is too complicated; we will find an answer. Our customers have a choice of channels, i.e. call, email, chat and self‑service. In total, we handle 25,000 contacts per month, aiming for a 90%+ customer satisfaction rate. In a demanding environment, we work with a lot of flexibility and autonomy, and we are trusted to deliver.
Our Vision
Our aim is to make customers happy via the channels of their choice. We love technology, love stats – and most of all, we love finding new ways to innovate. We are committed to crafting outstanding experiences for our customers, building trust and loyalty through personalised solutions and unwavering support.
Our Mission
We’re not title‑driven but focused on providing a unified team experience – succeeding and failing together. Currently, we operate on two support levels: the first line and the specialist second line support. You will be part of the first line support, so we can truly focus on all those important contacts that need your personal touch. You will have the opportunity to grow with almost no barriers. If something doesn’t work for you, show us a better way of doing things – all ideas are welcome.
Skills Requirements
- Excellent telephone manner
- Excellent numeracy and literacy
- Excellent customer service skills
- Good analytical, decision‑making and problem‑solving abilities
- Previous call centre/back office experience (desirable)
Who are Konecta Group?
Leading the way in Customer Interaction & process management, Konecta are an international outsourced customer service provider with 130,000 staff internationally and 112 sites globally. Our clients employ us to communicate with their customers in the most effective ways – on the phone, via email, on the web through live chat or any social media channels. Learn more here: https://www.konecta.com
Our Core Values
- Customer‑Centric Excellence – Prioritizing customers at every touchpoint, we go the extra mile to understand their needs and provide solutions that surpass expectations.
- Trust and Transparency – Building enduring relationships based on trust and transparency, fostering open communication and honesty in all interactions.
- Continuous Improvement – Embracing a culture of perpetual learning and improvement, encouraging personal and professional development.
- Team Empowerment – Fostering an inclusive environment that promotes collaboration, innovation, and individual growth.
- Prosperity – Committing to providing opportunities for advancement, recognizing and rewarding hard work and dedication.
Why work for us?
- Konecta has a fun and sociable team environment and working culture.
- 50% discount with More‑bus for monthly and quarterly tickets (Easy connections in and around Bournemouth and Salisbury to Ringwood).
- Pension Scheme with Standard Life.
- Aviva Life Insurance.
- Eye test vouchers and discounts.
- Discounted corporate gym membership with Anytime Fitness (24‑hour gym with over 5,000 sites globally).
- Involvement with local charities and fundraising days.
- Campaign specific benefits including discounts, incentives and prizes.
- Recommend a friend scheme paid reward of £1,000.
- Apprenticeship qualifications and career flight‑path schemes.
- Recognition and reward schemes with Love to Shop Voucher rewards.
- Free car parking.
- Weekly dress down day.
- Cycle to work scheme.
- Tech scheme.
Position in Organisation
The Multilingual Customer Experience Consultant will report directly into the Customer Experience Team Manager and will receive support from colleagues nearby who are always on hand.
Operational Days and Hours
With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the ZEAL contract, whose opening hours are 8.00am – 8.00pm Monday to Saturday, your Konecta contracted hours will be 8.00am – 10.00pm Monday to Sunday. You may be asked to cover evenings and weekends when required by the business.
Hybrid Working Model
80% of activities are carried out from home. However, office presence is mandatory during client visits, training/coaching sessions and for any other business needs.
Database & Systems & Training
Full training will be given by Konecta and will include ongoing training throughout your employment as and when required. You will also receive a full company induction covering GDPR, the Konecta Quality Management System and all other systems and soft‑skills training.
Opportunity for Growth
The suitable candidate will be welcomed into the team to work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Across the campaign the team will have SMART objectives communicated by the manager on behalf of the client. Growth and development are encouraged and supported, and over time the team member will have the opportunity to progress their role and take on additional duties.
Key Accountabilities
- Answer the phone promptly and professionally when required.
- Respond to emails and live chat promptly and professionally.
- Work closely with the Team Leader to ensure client expectations are met.
- Present our clients in a professional manner at all times, whether in person, by phone or in writing.
- Continuously look for ways to improve performance.
- Be well‑organised, professional and reliable.
- Work flexibly between the hours of 8am and 8pm, Monday – Saturday.
- Demonstrate a willingness to learn and have fun at work!
BOS/ISO9001/Zeal Group German and English Speaking Consultant (01.24)
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