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.
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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.
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Taking orders by phone and setting clear expectations on delivery timescales when processing telesales orders.
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Providing technical assistance to customers placing orders on the website.
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Provide assistance with product related questions, and helping our customers reach an informed decision on their purchases
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Communicating information about the company’s products and services.
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Dealing with written communication through email and post, as well as general administrative duties.
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Accurately recording reasons for customer contacts.
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Actively encouraging feedback from customers and providing recommendations for improvement to your line manager.
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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:
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Previous experience in a customer service role is desirable.
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You need to have the ability to remain calm and focussed when dealing with challenging situations.
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Ability to work on own initiative and as part of a team.
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Being creative and forward thinking in suggesting alternative solutions to resolve customer issues.
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Understands the need for confidentiality and compliance with legislation.
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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.
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Flexible approach to working, as we need to cover a 24/7 operation.
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Can-do attitude, accountable even when something is outside area of responsibility
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Ability to provide good judgement, even in pressurised situations
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Is a self-starter and self-sufficient
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Excellent PC skills
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Excellent communicator
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Positive manner
Training requirements for the role:
What are the minimum training and development needs in order to progress to the next role.