Multilingual Customer Care Advisor - French Speaking

Customer Care Advisor - French Speaking   

Role overview:   

 Positively represent the JD plc brand to our customers through multiple channels, by providing effective and efficient resolution’s to customer queries.  

Responsibilities:   

Detailed role responsibilities and day to day tasks.   

• Dealing with inbound contact, by various channels including phone, email, social media and live chat; to resolve product related questions, issues or complaints both pre and post order.  

• Taking orders by phone and setting clear expectations on delivery timescales when processing telesales orders.  

• Providing technical assistance to customers placing orders on the website.  

• Provide assistance with product related questions, and helping our customers reach an informed decision on their purchases   

• Communicating information about the company’s products and services.  

• Dealing with written communication through email and post, as well as general administrative duties.  

• Accurately recording reasons for customer contacts.   

• Actively encouraging feedback from customers and providing recommendations for improvement to your line manager.  

• Constructively explaining processes and procedures when things occasionally don’t go to plan.   

Role objectives and KPI’s:   

Key objective of the role  

Competencies:  

Skills and Experience:  

• Previous experience in a customer service role is desirable.  

• You need to have the ability to remain calm and focussed when dealing with challenging situations.  

• Ability to work on own initiative and as part of a team.  

• Being creative and forward thinking in suggesting alternative solutions to resolve customer issues.  

• Understands the need for confidentiality and compliance with legislation.  

• Open and adaptable to change, as a fast-growing business we are constantly developing and improving our systems so the ability to quickly adapt is a must.   

• Flexible approach to working, as we need to cover a 24/7 operation.  

• Can-do attitude, accountable even when something is outside area of responsibility  

• Ability to provide good judgement, even in pressurised situations  

• Is a self-starter and self-sufficient  

• Excellent PC skills  

• Excellent communicator  

• Positive manner  

Training requirements for the role:  

What are the minimum training and development needs in order to progress to the next role.