[Hiring] French Customer Service Representative @Foundever®

Role Description

Are you customer-obsessed and ready to take the next step to grow your career? Foundever® is looking for a French Speaking Customer Service Representative to join our team, working on behalf of our Client!

Please note that we are unfortunately not able to offer sponsorship for this role.

As a Customer Service Representative with Foundever®, you’ll deliver professional, timely, and accurate support for our client. Using telephone and email, the aim of your job is to effectively use your excellent customer service skills to deliver friendly and knowledgeable product information to our end users. You will advise them on procedures to give the best resolution.

You will work as part of a multilingual team, using your French and English language skills to support customers.

Primary Responsibilities

• Play an integral role in delivering a superior customer service experience through various channels.
• Respond to enquiries by phone and email in both French and English, ensuring care and efficiency and within the given timescales.
• Develop and maintain a full knowledge of Client products and services.
• Take responsibility to investigate or escalate to a senior member of staff as required.
• Ensure that cases and calls are logged in accordance with Client and Foundever® guidelines and procedures.
• Consult product manuals and knowledge bases, advising customers of appropriate options and solutions.
• Act as a representative for the company, providing first class support.
• Provide feedback upon resolving incidents by looking at the root cause of the issue and suggest process/procedure improvements where possible.

Qualifications

• Excellent communication skills (verbal and written) to a fluent standard of English and French, with an ability to personalise communications.
• Previous customer service experience in a contact centre is highly advantageous.
• Impeccable attention to detail and accuracy is needed at every level and aspect of the consumer journey.
• Strong organisational skills with the ability to prioritise tasks.
• Good computer literacy with working knowledge of Microsoft Office.
• Minimum typing speed of 20 words-per-minute (WPM) on a computer keyboard.
• Ability to remain calm in challenging situations, work on your own initiative, and under pressure to achieve deadlines.
• Ability to work flexibly as part of a wider team, seeing the bigger picture and recognising its impact on the customer experience.
• Self-motivated and proactive, must be prepared to investigate and liaise with internal and external operations to resolve cases.

Benefits

• Employee recognition platform.
• Progression opportunities.
• Award-winning culture.

Work from Home Requirements

• Must have a wired/Ethernet broadband connection with a minimum of 20Mbps download and 10Mbps upload speeds (4G/5G connections are not supported).
• Must have a secure, private area to work from, with a desk and chair, and no distractions or background noise.
• Cannot be in a shared space, nor can any other devices be present during working hours (including smart listening devices in the room, such as mobile phones, or any voice command tech).
• Must not use any pen/paper or any writing materials.
• No other people, such as dependants, can be in the same room during working hours.

How to Apply

Customer obsession is at the heart of what we do. If that resonates with you, we’d love to hear from you! Please click the ‘Apply now’ button on this advert and we’ll be in touch…

If your application is shortlisted, you can look forward to experiencing the following journey with us:

• Intro Call: Meet with our in-house recruitment team, who will share more about the role, our business, and be keen to understand more about you and your experience.
• Online Assessment: Complete our quick and simple online assessment, designed to test your French language skills, problem-solving abilities and how you may approach some real-world customer scenarios.
• Interview: Attend a competency-based interview with our Hiring Team via video call.

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever® a truly inclusive place to work.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.