French Speaking Support Desk Advisor

Recruiter
Grace Personnel Ltd
Location
High Wycombe, UK
Salary
Competitive
Posted
17 May 2019
Closes
23 May 2019
Ref
1154978219
Contract Type
Permanent
Hours
Full Time
We're recruiting on behalf of a non-profit European organisation in High Wycombe for a French Speaking Support Desk Advisor.

Purpose: To provide an excellent customer service to support Franchisees across Europe, internal teams and customers.

ACCOUNTABILITIES:
  • Logging and resolving all incoming enquiries (via email, telephone, or relevant systems) to the Support Desk
  • Reporting any trend information escalated within the Support Desk system
  • Responding to Franchisees, store staff and their customers in an appropriate and timely manner to find an amicable resolution, whilst always maintaining an excellent customer service ethic

PRINCIPAL RESPONSIBILITIES:
  • Log all incoming enquiries through the Support Desk in to the relevant system(s) accurately and in a timely manner, working towards company SLAs
  • Maintain the security and confidentiality of personal data in line with GDPR regulations
  • Co-ordinate the capture of all franchisee support issues and facilitate resolution with the teams and/or external suppliers as appropriate
  • Co-ordinate and report on the relevant investigative feedback and responses for enquiries, via all available communication channels ensure efficient stakeholder management
  • Monitor product escalations from within the Support Desk system and access the system(s) each business day
  • Take responsibility for the identification of any evident complaint trends
  • Use systems available to generate reports to aid performance management of suppliers and distributors
  • Utilise tools available to locate information relating to enquiries via internal sources and supplier relationships
  • Facilitate and administer system updates to franchisee store changes where necessary
  • Ensure enquiries are responded to within the given timeframe in the company's email system
  • Accurate completion of reports
  • Analyse issues effectively and identify trends

QUALIFICATIONS, SKILLS AND KNOWLEDGE:
  • Excellent written communication skills - English and French
  • Ability to speak fluent French
  • Previous customer service experience preferred
  • Ideally have a knowledge of a franchisee or similar environment
  • Knowledge of IT Systems - Microsoft Office suite (use of CX systems an advantage)

PERSONAL QUALITIES:
  • Team player
  • Problem resolution and solution focused
  • Good listening skills
  • Resilient
  • Calm under pressure

We regret that due to the high volume of applications we are unable to reply to everyone. If your application is successful we will contact you within 5 working days. If unfortunately you do not hear from us please feel free to apply for future roles.

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