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Trilingual Customer Service Specialist With French

hace 1 mes

Heredia, Costa Rica Swarovski A tiempo completo

Summary of the position:

- The key purpose of the Trilingual Customer Service Specialist is to deliver exceptional, seamless customer experience by listening to their needs, respond and solve inquiries efficiently according to guidelines & legislation, ultimately achieve customer loyalty.
The Trilingual Customer Service Specialist should embody the Swarovski Values and Customer Experience vision.- Job Responsibilities:
- Resolve standard queries and complaints by understanding the customer's needs, identifying the cause, selecting, and explaining the best solution, escalating, correcting or adjusting as required and following up to ensure full resolution.
- Advise customers on product information including size, color, stock availability and care, as well as available promotions.
- Assist with all online order information requests, including placement and cancellations of online orders, as well as refunds and exchanges.
- Follow communication procedures, guidelines and policies using communication templates where necessary and appropriate.
- Typical workload per day might consist of 20 calls, 20 cases plus 10 chats in average however volumes might vary.
- Job requirements:
- Minimum 1 year of work experience in a customer-facing role in multinational contact centers doing inbound and outbound customer service.
- Fluent in English and French speaking and writing C1 of European Framework.
- Comfortable using: Outlook, Microsoft Teams platform, Word, Skype for Business, basic knowledge of excel or similar systems.
- Knowledge of Online business preferred
- Ability to use different systems while assisting a customer.
- Fast learner and understanding of systems and processes.
- Ability to handle complaints and conflicts skills to deliver solutions which might not be preferred by the customer.