Customer Experience Representative

Customer Experience Representative - French Speaking

Job Summary
As part of the Customer Experience Team you will be expected to deliver a high level of professional customer service in terms of inbound call, online and email handling, sales order management and after sales support, whilst sustaining and developing effective customer relationships.
Your chief responsibility will be to manage customer communications and transactions and interact directly with potential, new and existing customers. In all your role you will be committed to providing a quality customer experience, whilst taking every opportunity to increase the company's revenue through increased sales.

Essential Job Functions and Responsibilities

Professionally and efficiently handle all frontline customer service transactions and requirements; customer enquiries, incoming calls, emails, customer onboarding, sales admin and contract management (e.g. quoting, sample management & cross referencing) - (more specific to Int'l Front Line role, but not exclusive).
Manage customer order transactions from all inbound sources, e.g. email, fax, portal, digital (web and EDI) and associated administrative functions; quote to sales order entry, shipping documentation, customer returns, credits, customer facing reports, online chat and order resolution (e.g. management of back orders discontinued lines and orders on hold) - (more specific to Int'l Order Management role, but not exclusive).
Create and update customer account and contact records and process customer correspondence and communications
Ensure customer needs and expectations are met whilst delivering the required business service performance in line with agreed targets, company values and leadership competencies.
Job Description

Develop and deliver strong Customer Relationship Management (CRM) with customers and seek to understand their requirements in order to offer solutions to create commercial growth opportunities for the business
Effectively navigates internal and external IT systems and adheres to processes to ensure agreed standards and competencies of the role are met.
Develop a good standard of company and focus product knowledge to be able to confidently and competently offer customers our products and services
Promote our brands and focus channels at every opportunity, communicating related products and promotions to maximise order value and influence customers buying decisions.
Engage with colleagues to share best practice and insights to achieve optimum and consistent performance for the team.
Work closely and collaboratively with internal customers to ensure acceptable solutions are delivered that meet or exceed customer expectations and service levels are met.
Takes responsibility for ensuring that own performance and conduct is aligned with internal processes and procedures to maintain compliance with standards and regulations set by the company and external bodies.
Responsible for personal health and safety and that of other work colleagues and to comply with company's health and safety policy
Flexible and willing to develop well-rounded skillsets to meet business needs. Able to contribute to frontline, transaction management, and key accounts teams and support specific initiatives as deemed necessary
Essential Experience

Must be fluent in French (speaking and writing)
Previous experience of working in a customer focused environment delivering end to end customer service from quote and sales order processing to shipping and returns
Can demonstrate effective CRM/account management and commercial/sales awareness
Demonstrates understanding of customer needs and experiences from order entry to despatch
Communicates effectively with customers at all levels through active listening and questioning
Able to build good working relationships with team members and both internal and external customers
Able to handle, resolve and close customer complaints effectively and positively
Can effectively organize own time and prioritize work when managing multiple tasks in order to meet personal and departmental performance and quality of service targets
Efficient and accurate data input & processing of core customer transactions e.g. sales orders, returns, new account creation
Good working knowledge Microsoft Office packages e.g. Word and Excel
Essential Education/ Qualifications

Educated to at least secondary education with GCSE grades C or above in English and Math's or High School Diploma
NVQ in Customer Services, Business Administration or Sales (or equivalent experience)