Customer Service Representative

At the VELUX Group, we give you the chance to grow. To shape your own career. To work in an international environment. To be part of a company that leads the market in sustainable indoor living. We offer you a world of opportunities – if you have the ability and the drive to take them.

As a part of VKR Group VELUX is a Danish manufacturing company that specializes in roof windows, blinds and skylights. Recently VELUX has established its new Online Sales Organization, which is responsible for all business to customer online sales through its websites as well as Marketplaces. For our dynamically growing Online Operations and Customer Service team, we are looking for a German-speaking Customer Service Representative

Tasks

As Customer Service Representative, the employee needs to understand and meet the expectations of our online customers within the shortest possible timeframe in line with the strategic direction of the company’s related business unit. The main goal of the role is to increase sales by efficiently converting incoming leads from the websites and at the same time the employee also needs to provide excellent after-sales service with focus on the German and Austrian markets. A special focus shall be granted to our Business to Installer customer segment in the form of a proactive account management.

As a roof window is a major purchase, most customers follow up their website experience with a telephone call. This contact is crucial to the customer experience and plays a vital role in ensuring the sales development of the web shop.

Responsibilities:

• Providing excellent sales support and customer service via phone, email and chat with focus on the German and Austrian markets.
• Ensuring that incoming sales leads are handled with special attention to reach the highest possible conversion rate on these contacts.
• Providing customer friendly after-sales support in relation to delivery cases, customer claims, returns, installation difficulties, payment issues etc.
• Providing account management support to our Business to Installer customers via proactively getting in touch with them to strengthen the relationship and to aim for a higher sales volume from the installer segment.
• Keeping continuous contact with external and internal partners (courier service providers / Logistics department), with focus on keeping the excellent service level towards our customers.
• Participation in the accurate processing of customers’ orders / return orders / credit notes in the ERP system - both for the webshops and the marketplaces such as eBay and Amazon.
• Contribution to continuous improvement of the internal processes and consequently to the improvement of the services provided to our customers.
• Maintenance of tools used in Customer Service – e.g. reporting issues in relation to the phone / chat / ticketing system and contributing to solving the upcoming problems, outages.
• Participating in several Customer Service projects within the department (occasionally also in other departments within OSO).
  
  

Expectations

• Fluent in German (both written and spoken)
• Good command of the English language
• Any other 2nd language is an advantage
• Strong user level of MS Office (especially Excel)
• Minimum level of qualification: secondary school
• Background studies in economics or finance is an advantage but not a prerequisite
• Sales and customer care specific competencies - excellent communication and negotiation skills - good sense of sales and strong courage and motivation to convert the leads - strong skill of problem handling
• Strong attention to detail, punctuality
• Adaptability and flexibility to manage deadline pressure
• Willingness to work in a virtual environment
• DIY knowledge is advantage
  
  

What we offer

• Permanent working contract
• Competitive renumeration (including bonus earning possibilities based on performance, Cafeteria, travel to work, etc.)
• Company health plan
• Comprehensive training to help you settle into the role
• Dynamically developing multinational work environment, stable financial background
• Regular training opportunities and fun team events
• Super-friendly an supportive atmosphere
• Brand new office in Sopron (free fruit, drinks and yes, we have a foosball table, too.)
• Hybrid working (option for 2 days Home Office per week)
• The role requires to travel abroad on occasion as well as inland trips to Budapest, to the department’s other office
  
  

Application

You can apply by uploading Your CV to our database and providing us Your monthly gross salary expectations

The company

The name VELUX is not just a result of random series of letters: it comes from the Latin words ’ventilatio’ (ventilation) and ’lux’ (light). All of the company’s products – including roof windows and sun tunnels - serve the same goal: bringing light to life. The company stands out among the manufacturers not only for its goals, but also with its size and legacy: it has been sustainable before sustainability as a concept was invented. Being present in 40 countries VELUX has grown to an established industry leader multinational company, while its primary values are still the same since the beginning. We have 10 000 co-workers around the world, a thousand of which are employed in our 2 factories in Fertőd and Fertőszentmiklós, Hungary. Besides that we have our Hungarian sales office in Budapest, while the offices of the Online Sales Organization are in Budapest and Sopron. Our products are well-known worldwide. The VELUX Group is part of the VKR Holding A/S, which to this day is still owned by foundations and the family. The words of our founder still applies to our current employees: „We are daylight engineers, together we are bringing light to life.”

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