French Speaking Consumer Relations Representative (4 month FTC)

Date posted:
Company: Deckers Brands
Location: London (England), N/A
Job Type: Full-Time

Consumer Relations Representative – French Speaker (4 Month FTC)

At Deckers Brands we don’t just create shoes, we create lifestyles. We are about opportunity. Opportunity to create, to grow and to have an impact. We want all our people to be as successful as they can be, to reach their full potential.

COME AS YOU ARE
At Deckers Brands we don’t just create shoes, we create lifestyles. We are about opportunity. Opportunity to create, to grow and to have an impact. We want all our people to be as successful as they can be, to reach their full potential.
Here at Deckers, we want to positively impact the world, whether that be with our Be Good, Do Good community involvement, or through employing sustainable business practice and socially responsible operations. How we continue this journey is down to our 3,000 strong global team, across our five brands (UGG, Hoka, Teva, Sanuk and Koolabura by UGG). No matter where you are based within our team, we are committed to helping our people thrive. We will offer you a generous employee benefits package, as well as health, wellness, and career development support.

The Role
The purpose of the role is to regularly support our customers and continually improve the consumer experience offered to our consumers, offering seamless service and working towards our omni-channel goals.

You will provide a courteous, friendly and efficient customer service to all our consumers via telephone, email, web chat and social media. Act as a first line escalation support to team members and our outsourced call centre.

The ideal candidate will be friendly communicator, passionate about service and working closely with customers. This is a bilingual position and requires fluency in both written and spoken English and French.

Your Impact
  • Provide a high-level proactive customer service at all customer contact points, offering a seamless service via telephone, email, web chat and social media
  • Effective communication with customers and all other relevant parties (internal and external) to ensure an excellent consumer experience
  • Act as a country specialist to advise on current trends and local knowledge
  • Regularly work to improve departmental KPIs and targets and always look to improve team performance
  • Work closely with Customer Resolution team to ensure order fulfilment
  • Act as second line support to team members and outsourced Call Centre team dealing with all consumer escalations
  • Use and analyse all consumer feedback to cultivate process improvements to improve the consumer experience
  • Work closely with the eCommerce and Merchandising team to improve the local websites including but not limited to user testing and translations
  • Participates on consumer experience projects with the wider business
  • Promote ‘One team’ spirit by demonstrating meaningful teamwork and supporting your colleagues
Who You Are
  • warm, friendly and adaptable person who enjoys working closely with customers
  • excellent communicator who thrives at developing relationships and collaborating with others
  • self-starter who brings passion, enthusiasm & focus to their work
  • encouraged and motivated by solving problems and coming up with solutions
We would Love to Hear from People with:
  • French & English speaker (both written and oral)
  • experience in Customer Service role
  • good eye for detail, able to identify and review trends based on feedback resources, statistics to improve consumer experience
  • capable to resolve queries over the phone, e-mail, online chat

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or any other factors prohibited by law.

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