Customer Care Consultant - French Speaking
Department: Customer Care
Employment Type: Permanent - Full Time
Location: Office, Avonmouth/Filton
Description
We have created a brand new role in our team for a French Speaking Customer Care Consultant as we begin to directly service our customers in Europe. The role of the Customer Care Consultant is to deliver a supportive, luxury service to our customers by answering all inbound calls and queries across all channels (phone, live chat, and email).
Key activities could include making bookings, placing orders, dealing with enquiries, complaints, and reactions. You will also be making effective product and treatment recommendations to ensure our customers have the best possible experience aligned to our brand values.
You will report to the Team Leader and be supported by a friendly team of Customer Care colleagues. This role is a Full Time (40 hours per week) opportunity. Shift times can vary and we do have flexibility with this: some days you might work 9am - 5:30pm and other days could be 10am - 6:30pm. We work with a Hybrid model, which means you will work three office days based on site in Avonmouth, and two days working from home.
What Will You Do?
Customer Care:
* Answer all calls, live chat and emails within the agreed timescales.
* Ensure all calls, live chats, emails and bookings are made accurately.
* Ensure that any orders, bookings, enquiries and complaints are turned around within 24-48 hours striving towards a first-time resolution.
* Make outgoing calls when requested to customers including spa booking confirmations.
* Contact courier companies with delivery queries on behalf of the customer when required processing the necessary paperwork if needed i.e Claim Forms.
Brand Ambassador:
* Perform online and offline lifestyle consultations according to customer requirements.
* Make effective product and treatment recommendations to encourage clients to purchase appropriate products and make appropriate bookings.
* Educate oneself with updated product information, details of promotions and offers and actively participate in coaching and training sessions.
* Upsell and cross sell to the advantage of the company and the client.
Organisation:
* Follow our policy/procedures accurately and deal with all enquiries in a satisfactory manner and elevate where necessary.
* Actively record internal notes on all systems.
* Action, log and record product reactions following company procedures.
* Ensure that all GDPR and Data protection is followed.
What we are looking for:
* Fluent in French; written and verbal.
* GCSEs in Maths and English grades A‑C or equivalent
* Contact/call centre experience preferred
* Fluent in English language, additional languages are a bonus
* Good customer service skills in a similar role an advantage
* Retail/Sales experience an advantage
* Good administrational skills
* General computer literacy and knowledge of office equipment
* Good numerical skills
What we offer you!*
* Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
* Excellent well‑being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
* Generous Holiday Allowance, increasing with length of service
* Company Pension Scheme
* Bonus Scheme
* Healthcare Cash Plan (with Dental)
* Private Medical Insurance
* Employee Assistance Programme for all Associates and their families
* Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
* Much, much more!
*Some benefit eligibility is based on length of service or contract type
#J-18808-Ljbffr