Customer Care Specialist (French Speaking)

Prospect Personnel ,
Chipping Norton, Oxfordshire
More Details
Job Type: Full-time
Salary: £22,000 per annum

Overview

Our client, an award-winning international business, are going through a period of rapid growth. They are looking for a candidate with a can-do attitude and passion to deliver excellent customer service, working at their base between Banbury & Chipping Norton. The Role As the Customer Care Specialist, you will work closely with the Customer Care Manager and various teams across the business. Your role will be the lynchpin in providing a high-level of communication and admin support. You MUST speak fluent French for this opportunity, German is also considered desirable Duties and responsibilities; There are three primary objectives of the Customer Care Administrator role that should contribute to the attainment of the company's business objectives by: Delivering excellent service standards and achieving a high level of customer satisfaction, by acting as the front line relationship with our customers through the provision of accurate product and order to delivery service information across all sales channels and product categories. Providing an efficient and orderly approach to work streams across our business systems and customer information files, in order to accurately respond and process sales enquiries, customer orders, product returns, pricing and account related queries. Working closely and collaborating with Sales, Marketing, Operations, Logistics and Finance colleagues to ensure that customer issues and situations are investigated, and solutions are determined in a timely, friendly and professional manner The key accountabilities and main pillars for this position will include: Customer Care & Sales Support Effective call handling demonstrating strong listening and speaking skills to clearly and accurately respond to customer inquiries and concerns. Providing well written communication responses in a courteous and timely manner to enquiries received via email, website contact us and hand written letters. International sales liaison with sales managers and external agents on a daily basis via email and telephone regarding order status, stock status and special-order requirements. Possesses good product and company knowledge to be able to respond to customer and consumer enquiries. Calm and effective customer complaint handling to ensure a professional and timely resolution. Maintain and upkeep of an organised CRM file maintenance system, filling of customer correspondence. Adherence and communication to customers of our standard terms and conditions of business, clear understanding and implementation of OPS commercial policies. Respecting set limits of authority with regards to granting price variations, MOV carriage paid terms and any other exceptions outside of standard T&C’s. Order to Delivery (OTD) Management Accurately entering customer orders received via email, fax, phone onto Sage / Xero to allow prompt processing and despatch in line with customer needs and expectations, and any potential discrepancies are avoided. Co-ordination and interaction with the Country Sales Managers to ensure export customers specific requests are met in terms of order entry, despatch / shipper collection dates, delivery presentation standards and all administration complies with Government Custom & Excise requirements. Ensuring the correct procedure is followed when agreeing and arranging stock returns / product uplifts in conjunction with the sales and operations teams. POD request handling The Ideal candidate should possess the following knowledge, skills and experience: Good communication skills, able to interact at all levels and build trust and positive relationships. Conveys confidence through a strong work ethic and positive attitude, a rounded team player who provides excellent speed of service to internal and external customers. Well-presented, polite, tactful and able to handle customer and consumer complaints in a calm manner. Confident in dealing with difficult situations whilst willing to learn and be adaptable. Good organisational skills, accurate, reliable and the ability to prioritise and work effectively whilst respecting deadlines. Language skills, fluent in French (mandatory) and German (desirable). Numerate, supported by good attention to detail and an analytical approach. Strong PC literacy / computer skills, and has a solid competency in the use of MS Excel, Word, PowerPoint & Outlook. Education and Experience Required: Minimum 2years experience in a commercial environment, exposed to supporting overseas customers and external parties Strong track record in a relevant administrative role that provides a solid understanding of the sales / customer arena Educated to GCSE or equivalent in English, Math’s, French & German Familiar with, either B2B multi country customer relationships, or an SME manufacturing business would be beneficial Relevant construction or safety market and / or company knowledge Knowledge of Sage 200 and Xero would be an advantage Compensation & Benefits Base salary (TBC) depending on individual. Holiday entitlement 23 days per annum plus public holidays. Contributory DC pension scheme: 3% employer contribution. Profit related bonus scheme. Standard hours of work 9.00 to 5.00 (30-minute lunch break). 1-month notice period, after 3-month probationary period. If you do not receive an initial reply within 3 working days, you can unfortunately consider your application unsuccessful

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