Customer Care Operations Specialist - French Speaking!

  • Location
    City Of London, Greater London
  • Category
    Customer Service - Helpdesk
  • Contract Type
  • External Reference
  • Salary
    25000 £ - 27000 £ / Year

ROLE: Customer Care Operations Specialist - French Speaking!

COMPANY TYPE: Global Food Provider

JOB TYPE: Permanent

HOURS: Full time 40 hours per week, Hours vary, 9am - 6pm, 11am - 8pm, 2pm - 11pm (5 days per week, must be flexible to work evenings and weekends, there will be a rota provided)

SALARY: £25,000 - £27,000 dependant upon experience

LOCATION: Cannon Street

CULTURE: Vibrant, professional, sociable team

BENEFITS: 22 Days Holiday + Bank Holidays, pension contribution, free food, progression opportunities, lively and fun place to work in amazing offices

WOW FACTOR: Incredibly interesting and upbeat environment; varied and busy role with a great team!

About the role

We are growing fast and our focus is to exceed customer service expectations. We are looking for a Senior Customer Care Operations Specialist to help us achieve this goal. As a Senior Customer Care Executive, you manage escalations from the Customer Care team. You'll follow through with the issue, to ensure that we "close the loop". You do this by reaching out to other departments and the management team, where necessary. When you see a training opportunity, you would follow up with the learning and development team, so Customer Care agents can be coached accordingly.

Your responsibilities include

  • Review and respond to customer queries using tools such as Zendesk. Including executive and internal escalations - via both Workplace and Gmail in an efficient and timely manner to guarantee customer satisfaction and brand loyalty with every enquiry

  • Act as an escalation point for any complex or VIP type queries

  • Support team leaders to facilitate the successful completion of the team's targets and performance goals

  • Proactively create a presence within Workplace: acknowledging, responding and investigating any Customer Care feedback

  • Working with Google Sheets and/or Excel to extrapolate data to report and flag Care specific issues.

  • Assisting in the creation of training material and new agent training as required.

  • Proactively feed-back any issues to CC team management and be 'the voice of the customer'

  • Identify opportunities for continuous improvement and policy refinement within the department and company

  • Actively participate in team meetings, company activities and development opportunities

About you

  • Intermediate knowledge of Google tools, Zendesk and Microsoft Office

  • GDPR and payment related knowledge is preferred

  • Strong written and spoken English ability

  • Fluent in French

  • Additional language skills preferred (French / Italian / Spanish / Dutch / Cantonese / Mandarin / Arabic)

  • Ability to think laterally with great decision making and good knowledge of customer relations

  • Willingness to take responsibility/ownership of each issue/task that you face

  • Flexible and nimble to work with tight timeframes

  • Proven ability to work in a very dynamic, fast-paced entrepreneurial organisation from your own initiative

  • Adaptable to day-to-day change in relation to tasks assigned to you

What we offer

  • Work in a dynamic international environment.

  • Flexible approach to working hours.

  • An extremely fun team to work alongside.

  • Have a real impact on our growth and evaluation.

  • Lots of food!

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are, for example a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing start-ups around.

NB: If this company and position appeals to you then please apply your CV on-line. Advertised by Office Angels Partnership Accounts branch. Please note that due to a high volume of response Office Angels receive; only successful candidates will be contacted for the purposes of the Regulations, please note that Office Angels in the provision of these services will be operating as a recruitment agency. Office Angels are an equal opportunities employer

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Harriet Silvester