French Speaking Support Desk Advisor

Grace Personnel Ltd
High Wycombe, UK
17 May 2019
23 May 2019
Contract Type
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.

  • 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

  • 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

  • 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)

  • 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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