French Speaking Contact Centre Advisor - Preston

Job Title: French Speaking Customer Service Representative Salary: £18,000 per annum Location: Preston This is an exciting opportnity for a fluent French speaking individual seeking a customer care role with a professional and dynamic employer. Our client is leading provider of financial services and customer care, supporting leading financial intitutions globally. Hours of work: 37.5 hrs a week - Mon-Fri as well as 1 Saturday shift per month (4hrs). Shift patterns are: 8-4, 9-5, 10-6, 11-7, 12-8. (Hours are based on the Business’ needs and will be organised by the Line Manager) Saturday: 9-1 (During Training: 9-5) Description The purpose of the role is to secure resolution of outstanding balances through direct contact with customers (telephone and email). This position will involve dealing with customers in France. Also provide the Team Manager with support to achieve the team’s goals. Principal Responsibilities - Manage customer interface, inbound/outbound telephone calls and emails - Obtain and track payment commitments - Direct/manage customer requests/instructions, copy invoices, SOA, BRH, service cancellation requests, billing disputes or questions, missing payment investigations, customer account changes (name, address, contact, VAT References, PO references), payment or credit allocations, refund eligibility - Engage and/or coordinate with other Client functions including: Service Management, Billing Operations, Customer Care, Service Delivery, etc. (calls, emails, conference calls) - Account reconciliations and investigations - Account management - Translating customer correspondence – using supported languages only - Project Management - Timely escalation management (internal & external) Skills, Experience & Attributes - Fluent in French (verbal & written) - Excellent verbal communication (clear, concise and precise speech) - Excellent written communication (primarily email and account notation) - Effective listening - Sufficient mathematical knowledge, required for their particular role - Sound judgment and decision making - Good keyboard typing and computer literacy - High attention to detail - Ability to multi-task, set priorities - In depth knowledge of collection techniques. - Customer service - Negotiation skills & conflict resolution - Tenacity and resilience - Dispute resolution - Project management - Understands the customer, their needs – delivering what’s promised - Treats customers as valued, respected, important individuals - Actively supports initiatives to improve sales and reduce costs and waste - Delivers expected results, meets KPI’s - Applies procedures to meet necessary regulatory/legal standards - Minimises risk, seeks information/support when the answer to a decision is not straightforward If you feel you have the experience, we'd love to hear from you