Customer Service Agent (German Speaking), London, UK

Freddie’s Flowers was founded by Freddie Garland in October 2014 with one ambition: to change people’s relationship with flowers. We believe flowers aren’t only for grand occasions, but they make every day special, inspiring creativity and sparking joy.

Our starting point was our direct-to-consumer subscription model, helping us grow a loyal UK following. We launched in Germany in 2020, and then in 2021 we secured significant backing from The Craftory, a like-minded purpose-led global investment house, helping us expand, develop and grow. 2023 saw us start our gifting service – bringing the best of Freddie’s Flowers to everyone who needs it (even last minute!).

From the seed of an idea we continue to flourish; we’re now a B Corp organisation. And our mission unchanged: to deliver the best, freshest, highest quality flowers – with the least waste.

About the role

This is a really exciting opportunity to join a fast-growing company. Freddie’s Flowers are looking for friendly, proactive and positive people to join our award-winning customer services team, as we grow in Germany! As the first point of contact for our customers, this role is key to keeping our wonderful customers inexplicably happy.

What you’ll be doing

• Be the first point of contact for our customers, dealing with queries in a friendly and efficient way
• Capture and report customer feedback to improve our service
• Work well within your team and across the department to communicate and collaborate, to ensure the customer is always receiving the best service possible

Responsibilities

You will answer all queries from customers via phone, email and social media. You will provide reassurance as required to our new German customers in a friendly and personal manner whilst remaining professional. You will capture and report back customer feedback in order to improve our services. You will ensure that all information is circulated within the relevant teams to provide the best possible customer experience. You will work hard to resolve any issues for our customers who consider cancelling their subscription, and try to find a solution that allows them to continue using our services.

A bit about you (skills based)

• Native or bilingual proficiency German speaker
• Excellent interpersonal skills and enjoy working as part of a team
• Friendly yet professional writing manner and able to communicate effectively both verbally and in writing.
• Able to analyse problems and find positive solutions

• Quick to learn and able to think on your feet
• Ability to handle a busy workload, prioritise and be flexible
• Confidence building rapport with a customer over the phone
• Ability to upsell our flowers and service to retain customers who are considering stopping their accounts
• An interest in flowers and helping people

Nice to have

• Previous customer support or customer facing experience
• Experience with spreadsheets, customer management systems and other office-based software

• Option to buy extra holiday days
• Discounted flowers for friends/family
• Hybrid Working
• Learning and Development Support
• Cycle to work scheme
• Employee Assistance Programme
• Medicash
• Health and wellbeing sessions with The Mind Clinic
• Team socials and events