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B2C Customer Care Representative with French and Italian 

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  • Date Listed12/11/2019
  • Location
  • Advertised ByAgency
  • Job TypeFull-Time

Customer Care Representative.

Responsibilities

- Provide friendly, professional and efficient service via inbound/outbound calls, live chat and or emails

- Wow our customers by listening attentively to their needs, gain agreement on the resolution and bring the issue to conclusion

- Provide basic to moderately complex support to final customers on our clients products

- Make yourself available to receive calls for a minimum of 80% of your on-line time

- Achieve metric goals proactively and independently with minimal direction and support

- Identify and escalate issues appropriately.

- Provide feedback on a daily basis to the team leader on new issues or call drivers that you have discovered

- Compose thoughtful and accurate messages or customize prepared responses to customer emails.

- Research information and troubleshoot problems using available resources.

- Document all calls in order to track types of inquiries utilizing a CRM software

- Act as a liaison between Client Services and Store for the purpose of sharing information relevant to both departments and booking in-store appointments for final clients.

- Identify and challenge any negative effects on the Customer Experience prior to new launches, promotions, mass mails and improvement projects

- Stay up to date with and follow on-going process, product and policy changes

- Be part of the project team responsible for the roll-out of the B2C solution

- Work weekends and/or evenings

Requirements

- Ability to work in a startup environment

- Passionate about Customer Experience

- 2 to 5 years of customer servicing experience in hospitality, call center/contact Centre, IT Support, etc.

- Experience in B2C support is a plus

- Proven success record in a fast paced, constantly evolving support environment

- Fluent in English (written and spoken)

- Fluent in Italian and French (written and spoken)

- Familiarity with ticketing systems, prior experience with Salesforce is a plus

- Technical aptitude and the ability to pick up new technology quickly

- Proficiency in MS Office

- Strong communications skills, including exceptional writing and editing capabilities

- Investigative skills

- Ability to demonstrate a continuous-improvement mindset

- Patience, empathy, and a unique ability to manage stress.

- Ability to work under pressure and adapt quickly to adverse situations

- Collaborative team player who approaches challenges in a way to meet needs of others

- Enthusiasm and Think Positive!

Working hours:

· Monday – Friday: shift work, starting 8:30 am – 7pm (8:30 - 5pm / 10:30 - 7pm)

· 1 Saturday per month: 8:30 – 5pm.

Salary up to € 32k p/y



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