Bi-Lingual Customer Service Advisor - French Team

at  Boden

THE EXPERIENCE WE ARE LOOKING FOR

• Previous experience in a customer service environment
• Fluent in speaking the French language
• Excellent French writing ability and communication skills
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Ability to work in a fast-paced and deadline-driven environment
• Ability to work in a self-sufficient manner through using all available knowledge bases and process documentation
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

A BIT ABOUT THE ROLE

The Customer Service Advisor is responsible for providing excellent customer service to our customers by answering questions, resolving issues, and providing support. The ideal candidate will have a strong understanding of customer service principles and practices, as well as excellent communication and problem-solving skills.
Shift- 8am – 4pm Monday to Friday
Hybrid working – 2 days in the office, 3 days at home
First 4 weeks new starter training will be office based.

ROLE RESPONSIBILITIES

• Be the ultimate Boden brand ambassador, bringing the brand values to life and translating this into an amazing experience.
• Working withing our European customer service team, handling various duties to support resolving customers enquiries via email and webchat with the very highest standard of service.
• To provide first contact resolution where possible, dealing with all issues effectively, consulting with a manager for direction, where necessary.
• To ensure that customer complaints and queries are dealt with accurately and effectively by providing the customer with the correct information and ensuring that they are delighted with our service.
• To ensure that daily tasks and responsibilities are completed, and that the manager is aware of any outstanding work to ensure its completion.
• To achieve set productivity and quality targets at all times.
• To take on other duties as required depending on the workload of the department and the needs of the business. To be aware that the needs of the departments will change.
• To be a team player who displays the brand values and works with the rest of the team to achieve great results.
• Answer customer inquiries via email, webchat and occasionally phone
• Resolve customer issues in a timely and efficient manner in line with company SLA’s
• Escalate complex issues to the appropriate team or department
• Provide product or service information to customers
• Process orders and payments
• Stay up to date on company products and services
• Comply with all company policies and procedures