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Customer Service Representative - French speaking

London, England, United KingdomCustomer Service

Job description

The Role

Provide a high level of Customer Service to all Brompton customers by using a wide variety of channels to resolve their enquiries as well as increasing the customer base by driving sales conversions. This is a full-time position based in Greenford, London with occasional working on weekends and evenings. Our aim is nothing less than to deliver first-class customer service, to match the world-class products that we manufacture and sell around the globe.

Main duties

  • Provide global support through a wide variety of channels such as live chat, email, video chat and phone.
  • Resolve customer enquiries within Brompton’s brand values and within the expected response and resolution times.
  • Take ownership of enquiries and proactively reach customers to provide a swift resolution and achieve a positive outcome.
  • Amplify the voice of the customer by escalating customer feedback and ideas for improvement.
  • Proactively spotting patterns in the frustrations of the customers, seeing where we can change our processes or product to increase customer satisfaction and improve the product/service.
  • Provide updates to the team on weekly meetings and provide reports when required. Contribute to the monthly departmental report.
  • Attend weekly departmental meetings and training sessions when required.
  • Work with other departments to ensure consistent customer service levels across the company.
  • Drive conversions through the engagement of customers, suggestive selling, and sharing product knowledge.

Job requirements

Skills and Experience

  • 1-year experience in a customer service role.
  • Fluency in French is essential for this role.
  • Able to analyse data and create relevant reports when required. Excellent Excel skills.
  • Able to improve and set up new processes when required.
  • Technical knowledge about Brompton is desirable but not essential.
  • Familiar with a customer service platform such as Zendesk.
  • Be a self-starter who can work unsupervised to high standards and with meticulous detail.
  • Professional communication and people skills with a genuine desire to provide excellent customer service.
  • A team player who will contribute to the continuous improvement of the department and company.
  • An understanding of Brompton’s ethos and how this has shaped its brand values
  • Able to work some weekends, early morning, or evenings.
  • Able to work remotely if required– access to reliable internet connection required.