Senior Customer Services Advisor – FRENCH speaking

Job Title: Senior Customer Services Advisor (French and English)

Job Type: Permanent

Job Location: Manchester (Hybrid working 2 days in the office each week and the remaining days can be worked from home.

Job salary: £24,500 p/a plus an additional bonus scheme

The role:

This is an exciting opportunity to work for an established flat-sharing brand in France alongside a new flat-sharing website launching in France in 2022. In addition to this, the successful candidate will also regularly assist with Customer Service for our existing UK and US brands.

As Senior Customer Services Advisor you will be responsible for handling inbound customer enquiries. The role will have a key focus on complaint handling and resolution as well as overseeing general day-to-day operations including the management of a daily task list. Giving exceptional customer service at all times is top priority, so having a positive attitude and a genuine desire to help others is essential. This is an exciting new role and the successful applicant will join a well-established and very friendly team in the Manchester office.

Main responsibilities will include:

• To answer customer enquiries by phone, live chat, social media and email.
• To provide exceptional customer service within a fast-paced and customer-focused environment.
• Act as the key point of contact for escalated enquiries and/or complaints, through various channels, including telephone, email, live chat and social media.
• To provide clear and concise customer information, handle and process transactions, manage customer access and respond to all types of incoming enquiries in an efficient, friendly and professional manner.
• Process customer refunds
• Monitor workload levels throughout the day, prioritising tasks as needed to meet business goals.
• Responding to customer enquiries via online review platforms.
• To maintain site security and quality through the moderation and approval of user-generated content (such as adverts, photos, videos etc).

Skills and experience:

• Advanced language skills (native-level fluency) in both French and English, and confident with dealing with queries via telephone, live chat or email in either language.
• Must have experience in a customer services role within a contact/call centre environment, for a minimum of three years.
• Extensive experience in complaint handling and resolution.
• Strong background in Customer Service. Experience in Web or IT Customer Service would be beneficial.
• Ability to effectively multi-task and prioritise your workload.