French Speaking - Customer Service Advisor Req ID#: 384454 Kingston, UK, Kingston, GB Job Description: Key Details This is a French and English speaking role - Must be fluent in French and English (written and spoken) Salary: £24,082.50 per year – Monthly paid (equates to an hourly rate of £12.35 per hour) Contract length: 37.5 hrs p/w – Permanent Training: Paid training onsite – 1 week, Monday to Friday 9am-5.30pm Production: After training, onsite for 4 weeks, assess options to WFH, this will depend on how the performance and attendance is. It will be on a Hybrid model ONLY with 2 days home and 3 in office Schedule: This position is working any 5 out of 7 days a week, 37.5 per week – Monday – Friday 08.00 – 17.30; Saturday – Sunday – 9.00 - 17h30 Expected start date: 24.05.2024 The RoleAs a Foundever Customer Service Advisor, you will be handling inbound contact from our client's customers. They may have queries or concerns about an event ticket purchase; it's your job to listen and act on the spot, driving the conversation forward to resolve their query, whilst being trusted to make the right decisions. The delivery of those conversations can take a few forms through voice, email, and chat. The experiences that the customers have come from the individuality that you bring after getting the proper Foundever training and learning the ins and outs of established procedures, processes, and systems. You will be empowered to use your initiative to provide a resolution for each customer whilst being Creative, showing your commitment and building a connection with every customer you speak to.What we need from you Good communication skills: the ability to clearly and effectively communicate with customers both written and verbally in English and French Active listening skills: the ability to attentively listen to customers and understand their needs and concerns Problem-solving skills: the ability to quickly identify and resolve customer issues or complaints Empathy: the ability to understand and relate to the customer's perspective Patience: the ability to remain calm and composed Adaptability: the ability to handle a wide variety of customer interactions and adjust communication style as necessary Positive attitude: the ability to remain positive and upbeat even during difficult customer interactions Strong teamwork skills: the ability to work effectively with other agents and support teams Why work at Foundever?At Foundever, we work with clients across a multitude of industries such as, retail, health care, hospitality, catering, sports, office, government and many others. Foundever securely connects brands with their customers 9 million times daily in +60 languages. Our global footprint makes us one of the few true global players in the industry. If this really interests you and are attracted in pushing yourself to a great earning potential, then please, apply now and our Recruitment Team will be more than happy to speak with you. What are you waiting for? Start your Foundever journey and ! Creativity, Commitment, Connection at Foundever Group Everyone is WelcomeFoundever Group is an equal opportunity employer. We value our diversity and we're committed to making Foundever a truly inclusive place to work. We recognise and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection processes of Foundever™ and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed. Long DescriptionDay to Day Provide a first port of call for all customer enquiries, ensuring a professional impression at all times. Ensure that all enquiries and feedback by telephone, e-mail, chat or Social media are handled professionally, courteously, promptly and effectively at all times. Be proactive in assisting customers, responding to customer complaints and resolving matters as required whilst maintaining a high level of customer satisfaction. Where matters are unable to be resolved, escalate to Contact Centre Manager. Working with the Contact Centre Manager to set Key Performance Indicators' (KPI's) and aim to exceed performance standards of the Contact Centre. Provide and promote the highest level of customer service Answer and manage telephones, ensuring that the phones calls are always answered promptly and within set KPI's. Write and send correspondence to individual visitors on customer service issues within set KPI's. Maintain awareness of where problems (complaints) or successes (compliments) are coming from, feedback as required. Maintain and update Customer Service database. Ensure that the information kept in directories and reference files are accurate, available, up to date and easy to navigate. Ensure that all relevant information is communicated speedily and accurately in a way that ensures that the information is received and easily understood Playing an active role in advancing the Contact Centre standards to compliment the customer experience Continuously seek ways to improve personal, team and business performance Ensure that the Contact Centre adheres to health and safety standards and HSE guidelines. Undertake any other relevant duties or reasonable request as requested Job Segment: Call Center, Database, Customer Service, Technology
