Customer Experience Specialist - German Speaking

Job Description

Our customers are at the heart of every decision we make at tails.com. Join us as a Customer Experience Specialist (German) and you’ll have a chance to make a real positive impact on the lives of dogs and their owners. Want to know more about the role? Keep reading 🐶

Changing the world of pet food for good

We’re tails.com, a dog food subscription company with a big difference. We create truly tailored food for every dog we serve based on their individual characteristics and preferences. So they get exactly the nutrition they need, in the taste they love, delivered to your door every month. It’s clever stuff.

We’ve got ambitious plans. We’ve created an entirely new category in pet food and we’re scaling fast in the UK and Europe. We’re backed by Purina, one of the world’s largest pet food companies. You’ll join a bunch of smart people working towards the same goals, and a bunch of smart-ish dogs, all working on their own thing.

Together, we’ll change the world of pet food for good.

The role: listen, solve, care

Our whole business is built around phenomenal service, so listening closely, solving problems, and making decisions that show our customers (and their dogs) just how much we care is a core part of this role.

We’re empathetic, curious, and love talking about all things dogs. We’re at the heart of the company and make sure we’re keeping true to our purpose – to improve the lives of dogs and their owners.

Want to join our team? Here’s what we’re looking for:

The things you’ll do:

• Resolve customer questions via email and phone in a considerate and timely manner.
• Actively listen to customer queries in order to provide them with the best resolution possible.
• Communicate clearly and sensitively in a way that colleagues and customers understand.
• Take ownership of customer problems and technical issues from start to finish
• Play a vital part in improving our processes and customer experience by picking up trends in customers’ questions and sharing these through our feedback loops.
• Actively seek and welcome advice from peers and managers. Treat feedback as an opportunity and make a continued effort to improve.
• Live up to our brand values and own your personal development with enthusiasm.

The skills & behaviours you’ll bring:

• Fluent in English & German (written and spoken).
• Proven success within customer support (transferable skills considered).
• Able to work effectively and hit company targets.
• Problem solver & attention to detail.
• Fast learner and organised.
• Excellent communicator: clear, warm and credible.
• Strong team player.
• Positive and open to change.
• Able to work in a fast paced environment.

What's in it for you?

Reward – we offer a competitive salary and generous share award package.

Learn – You’ll be challenged and given the development opportunities that you’ll only find in a high-growth business. We’ll also support you with more structured training.

Work – flexible core hours means that you can start anytime between 7-8:30am and finish 4-5:30pm (9 hours in total - includes 1h lunch break).

Time out – 25 days’ paid holiday, one volunteer day, and an optional 5 days unpaid leave each year. Paid holidays increase to 26 days on your 2 year anniversary and 27 on your 3 year anniversary.

Dog-friendly office - there are plenty of pups to pat and daily lunchtime walkies.

Family – extended paid maternity, paternity and adoption leave.

Eat – free breakfast and loads of healthy snacks every day, and we have a special breakfast on Fridays.

Social – regular team and social events, paid by tails.com

Health – discounted gym membership and health, dental & optical insurance

Pension – pension scheme and the option to salary sacrifice additional contributions

Loans – interest-free loans to help with the cost of a season ticket, your deposit on a rented flat, and bike to work scheme.

Have a dog? They get good things too:

Free products – all of our tails.com products for free (for your dog). Or 50% off for one family member or friend

Training – with a dog behaviourist, to help you and your dog thrive in the office

Time to bond – we offer a pooch plan which means you get extra flexibility in the first weeks of owning a dog, or if your dog is unwell