Today we sat down with German Translator & Customer Services Team Lead @Natalie Eaton to discuss her role at Pertemba and how businesses can benefit from native-speaking translation and customer service.
Q: Tell us about yourself and your role at Pertemba Global & what it entails.
Having been born in England to a German mother and an English father, I grew up bilingual with fluency in both English and German. When I was 5 years old, we moved back to Germany where I attended German-speaking schools and English-speaking after-school clubs, further boosting my skills in both languages. I was 20 years old when I decided to move back to the UK, where I aimed to utilise this skill in my career after being a stay-at-home mother.
My role focuses on providing amazing customer service to our international customers. I oversee and work closely with our domestic and offshore teams to ensure our customers around the world have a positive experience when reaching out to us. I extract and monitor customer metric data for many of our marketplaces including Amazon, eBay and Kaufland, and with the wider team, we work to identify, or even better, prevent customer issues and resolve those that do occur effectively and in a timely manner.
Q: Tell us about the challenges of selling internationally when it comes to Customer Service and Translation and how Pertemba can help.
Language barriers can be a huge hurdle to companies looking to sell outside of their domestic market. Even in 2024, relying on machine-translation simply isn’t good enough when it comes to both translation and customer services. Such systems are still not sophisticated enough to fully account for factors such as formal and informal language or local slang. At Pertemba, our team of native speakers cover many languages including French, German and Japanese to name a few. This sets us up to have the best chance to ensure customer satisfaction by understanding customer queries fully and working to resolve them efficiently with communications on par with the customer’s own. Our bespoke stack of interlinking CRM systems paired with excellent communication within the team itself ensures that we have all relevant data at our fingertips and that the customer is in safe hands wherever in the world they’re contacting us from.
Q: Tell us about the synergy between the offshore team in India and the UK office and how this helps to aid the customer experience.
I have daily video calls with our wonderful offshore team to ensure that any issues, updates or relevant news is passed on, understood and actioned efficiently. Having offices in the UK and India helps us to provide comprehensive, multi-time zone coverage, which significantly reduces customer wait times on responses to queries. We regularly audit the responses of our teams to ensure high standards are always maintained to ensure that the best customer service is provided to everyone at all times.