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Customer Service Administrator French Speaking - 12-Month Fixed Term Contract

Customer Service Administrator French Speaking - 12-Month Fixed Term Contract

ResideoMotherwell, Scotland, UK
3 days ago
Job description

Description

Our Senior Customer Service Administrator(with French) acts as the first point of contact for customers seeking assistance providing them with the necessary support and information to ensure all customer needs and expectations are met.

Theyrespond to inbound customer calls and emails regarding orders returns and any related issues : problems order amendments shipping and resolution times will play a critical role in fostering strong customer relationships both internal and external enhancing brand loyalty and delivering a positive customer experience to contribute to the overall success of the organisation.

JOB DUTIES :

  • Customer Interaction : Take individual responsibility for a dedicated number of OEM with customers through various channels such as phone calls emails and other platforms to support their needs. Manage the relationship on a daytoday basis in an appropriate and professional manner.
  • Issue Resolution : Troubleshoot and resolve customer complaints promptly and efficiently. This includes identifying the problem offering viable solutions and escalating complex issues to appropriate departments or individuals when in regular meetings with suppliers on item flows (Past Due review escalations exceptional demand order outlook etc. and determine actions to solve any issues correctly. Partner with appropriate team members to execute the recommendations.
  • Order / Returns Processing : Assist customers in placing modifying or cancelling orders. Where a return is required ensure the transactions are managed and processed in line with policy. For your allocated accounts manage the open order book and interface with supply locations and distribution centres retaining supply and delivery updates to provide feedback to customer.
  • Feedback Collection : Gather customer feedback to understand their needs preferences and areas for improvement. This information is valuable for enhancing service quality and informing product development. Analyse customer data and feedback to identify trends and areas for improvement and provide recommendations to management for any corrective or preventative actions.
  • Documentation : Accurately document customer interactions and maintain detailed records of issues solutions and communications. This serves as a valuable resource for reference and ensures continuity in customer support.
  • Team Collaboration : Work closely with other departments such as salesC2C supply chain planning team etc. to ensure a unified approach to customer collaborative approach helps in resolving complex issues and implementing customer feedback.
  • Product & Service Awareness : Maintain a level of understanding of the companys products and services to provide accurate information and assistance to customers. This often involves ongoing learning and training to stay updated with new offerings. Stay up to date with industry trends and best practices in customer service and use this knowledge to continuously improve our customer service processes and procedures.
  • Achievement of Key Performance Indicators : Deliver key objectives and enhanced customer experience; Customer satisfaction ratings Employee Voice Survey results & Quality Results

YOU MUST HAVE :

  • Fluent in French
  • Knowledge of Customer Service principles and processes
  • Comfortable multi taking in a fastpaced environment
  • Confident in communicating at all levels within the organisation.
  • Intermediate level of knowledge of all Microsoft packages
  • Enthusiastic and selfmotivated

    • WE VALUE :

  • Communication Skills : Strong verbal and written communication abilities are essential for conveying information clearly and effectively to customers.
  • Empathy : Understanding and empathising with customer concerns is critical for providing supportive and compassionate service.
  • ProblemSolving : Ability to analyse issues think critically and devise effective solutions is fundamental to resolving customer problems.
  • Patience : Handling customer complaints and inquiries requires patience and maintaining a calm demeanor under pressure.
  • Technical Proficiency : Familiarity with customer service software CRM systems and other relevant technologies is necessary for efficient operations.
  • Time Management : Effective multitasking and prioritisation skills ensure that customer inquiries are resolved in a timely manner.
  • Attention to Detail : Accuracy in documenting customer interactions and processing orders is crucial for maintaining service quality.
  • Adaptability : Flexibility to handle a variety of tasks and adapt to changing customer needs and company policies.
  • Knowledge Retention : Ability to retain and recall detailed information to assist customers effectively.

    • WHATS IN IT FOR YOU :

  • Enjoy a competitive salary pension scheme and employee benefits
  • Hybrid working facilities
  • Work in a collaborative and friendly team based in our Motherwell office with full training and ongoing support provided.
  • Put your French (and English) communication skills to work in a role where youll make a real difference to our customers

    • LIFM1

    LIHYBRID

    Required Experience :

    Unclear Seniority

    Key Skills

    Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

    Employment Type : Full-Time

    Experience : years

    Vacancy : 1