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Approach People Recruitment

Customer Service

1 year

Discontinuous

Indefinite

Full-time

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Conseiller(e) Clientèle anglais bilingue

France » Paris

Company
Approach People Recruitment
Description

Notre client acteur international dans le domaine du PAP de luxe recherche ses :

Conseiller(e) Clientèle anglais langue maternelle ou complètement bilingue Anglais ET français

CDI basé dans Paris à pourvoir au plus vite.

Travail du lundi au samedi de 9h à 20h en 35 h/semaine (plage horaire) et 2 samedis sur 4 travaillés

 

Au sein du Service Client de notre client internationalement reconnu et rattachés à un responsable d'équipe, les Conseillers (-ères) Client s'attachent à :

 

* Renforcer les relations avec les clients et les boutiques,

* Offrir, dans les meilleurs délais et de manière professionnelle, une expérience client enrichissante dans chaque interaction et sur tous les canaux,

* Guider chaque client à travers les valeurs de la Marque en ayant une attitude d’écoute permettant de comprendre chaque client et de répondre à ses attentes

* Bâtir une relation de confiance et durable.

 

Responsabilités principales :

 

* Agir en tant qu'Ambassadeur/Ambassadrice de la Marque.

* Garantir une Expérience Client exceptionnelle et personnalisée par téléphone, par tchat en ligne et par mail dans une démarche "centrée sur le client".

* Maîtriser et respecter les normes et politiques des Services E-commerce et Retail Excellence de la Marque.

* Maîtriser et respecter l'étiquette et les éléments de langage de la Marque dans toutes les communications avec les Clients.

* Maîtriser les produits et l'identité de la Marque.

* Garantir une expérience client unique et personnalisée.

* Coopérer avec les différents départements pour répondre aux demandes des Clients.

* Transmettre la Voix du Client pour soutenir une démarche d'amélioration continue de l'Expérience Client et nourrir la stratégie du Groupe.

* Comprendre les indicateurs KPI individuels et de l'équipe.

 

Compétences et expérience souhaitées

Qualités requises :

* Sensibilité au monde du luxe et de la mode, enthousiasme pour la marque et les produits,

* Bonne culture générale,

* Résistance au stress,

* Multitâches,

* Esprit commercial

* Esprit d'équipe, dynamique, flexible, autonome, attitude positive et souriante, professionnalisme,

* Excellente élocution, compétences en communication orale et écrite,

* Fort esprit de service et aptitude à la résolution de problème (patience, diplomatie et qualité d'écoute).

* Sensibilité au monde Digital

* Maîtrise de deux des langues suivantes : Anglais niveau natif / complètement bilingue et Français natif ou bilingue

Un profil trilingue serait fortement apprécié.

 

 

 

The Maisons of our client are known for delighting clients by crafting luxury experiences with every interaction. As more of our clients seek to contact us via phone and online, it is essential that we deliver the same high quality client experience in these channels as we do in our boutiques. The Client Service Center is a global center of excellence that is redefining luxury client service. We are seeking individuals to join our team who are passionate about luxury and innovation.

 

In order to deliver this very high level of Client Experience, we are now looking to recruit a Bilingual/Trilingual Client Advisors (EN is minimum requirement) to work in our Client Shared Center.

Under the responsibility of his/her Team leader, the Client Advisor will be in charge of inbound and outbound calls, emails, mails, chat and Social media handling of the Fashion division.

 

 

Job tasks and responsibilities

 

Under the direction of the Team leader, the Client Advisor has for main missions to:

  • Receive and process client requests on any contact channel available to clients, including phone, chat, mails, social networks
  • Proactively contribute to sales promotion by advising clients on product and service offers
  • Place orders by phone or assist clients to place their orders on the web
  • Participate in clienteling campaigns
  • Handle client orders validation and follow-up with other internal Department or contractors
  • Take in charge aftersales complaints
  • Actively report to his management on any service issue to contribute to product & service improvement
  • Be an ambassador for the different brands

He/she will perform these actions in accordance with the scripts and procedures that are given during the briefings and training sessions.

He/she is the guarantor of the quality of response to clients and uses all the tools available (applications, procedures bible, knowledge base) to ensure maximum reliability of the speech delivered to his/her interlocutors.

He/she respects the production schedules received.

He/she fulfills the individual qualitative and quantitative objectives of the service.

 

Education and Experience

Bachelor’s/Master’s degree in sales, customer relationship management, marketing, international business or equivalent practical experience.

Previous experience and a working knowledge in Customer relations Department

Prior Luxury environment experience

Retail experience

 

Key competences and qualification

 

Autonomous and dynamic, the candidate likes to work as a team. He/she is innovative and proposes solutions to improve clientelling and customer management.

He/she has a good general culture and expresses with calm, clarity and efficiency. He/she has real writing skills (emails, chat, social networks) to answer clients' questions in the best way.

He/she has mastered the usual computer tools and has demonstrated his ability to adapt quickly to new tools.

Can work on flexible schedules, including night work and working on Sundays.

Has a strong taste for multilingual and multicultural environments, with excellent speaking and writing skills.

Perfectly bilingual/Trilingual in French, English, Spanish, Italian or Chinese.

 

 

 

 

 

 

 

 

Requirements
Offer
Information

Customer Service

1 year

Discontinuous

Indefinite

Full-time

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