Bilingual E-commerce Customer Support Specialist (French/English)

Full Job Description

JOB DESCRIPTION

Vivienne Westwood is one of the most iconic British Fashion Brands who cares and believes in its people and the environment. If you’re interested in being part of an organisation that produces quality products, promotes awareness for a better world, and provides a excellent benefits package to support its employees, keep reading….

Vivienne Westwood is looking for an enthusiastic French speaking E-commerce Customer Service Associate to join our expanding team. The role will involve liaising with customers and potential customers via live chat, telephone, and email to increase order values and assist customers with their queries. This role offers a fantastic opportunity to work in a customer-led environment that is fast paced and interactive, delivering exceptional standards of customer service.

KEY RESPONSIBILITIES

- Providing outstanding customer service, liaising directly with customers and clients on all platforms.

- Handling customer queries via email, live chat, social media platforms in an effective manner.

- Maintaining high Customer Service standards, providing helpful assistance and efficient service.

- Communicating with team members on matters related to shipping, receiving, and inventory management to present accurate information to the customers.

- Proactively keeping customers informed of enquiry progress with timely updates, assisting with exchanges, returns, cancellations, refunds, or order replacements.

- Dealing with internal process from start to finish.

- Processing customer parcels received by E-commerce, working closely with Warehouse and Logistics on customers’ returns and redeliveries,

- Monitoring and replying to customer queries across all our platforms, tracking customer orders and updates to support customer brand insight and information.

KEY REQUIREMENTS

Knowledge and experience:

- A minimum of 2 years' experience in an E-commerce Customer Service environment.

- High-level of multi-tasking with an element of urgency to support the volumes that can arise.

- Experience in working with a CRM system is highly advantageous

- Fluency in FRENCH is essential for this role.

Technical skills:

- Knowledge of Zendesk, Retail Pro, Salesforce Commerce Cloud.

- Proficient in Microsoft Office Suite.

- High level IT and analytical skills.

Competencies:

- Exceptional communicator, with strong interpersonal skills.

- Team player with a collaborative mind set and enthusiasm.

- Self-motivated, able to work independently on set tasks.

- Excellent organisational skills and time management.

- Strong analytical, verbal, and written communication skills.

(Please note this is not an exhaustive list of duties and you may be required to perform additional duties to fulfil the requirements of the role)

BENEFITS

· Staff discounts

· Training

· Health & Wellbeing support (includes Private Medical Health Insurance, EAP, Gym Discounts, Access to Financial Planning Service, etc.)

· Cycle to work scheme

· Generous annual leave allowance

· Pension Scheme

· Opportunity to develop new skills and progress in your career

· Opportunity to work for a company that cares and believes in its people and the environment

Applications may close before the deadline, so please apply early to avoid disappointment.

Vivienne Westwood is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local government laws.

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