Description
We have created a brand new role in our team for a French Speaking Customer Care Consultant as we begin to directly service our customers in Europe. The role of the Customer Care Consultant is to deliver a supportive, luxury service to our customers by answering all inbound calls and queries across all channels (phone, live chat, and email). Key activities include making bookings, placing orders, dealing with enquiries, complaints, and requests. You will provide effective product and treatment recommendations to ensure our customers have the best possible experience aligned to our brand values. This is a full‑time (40 hours per week) opportunity with flexible shift times and a hybrid model – three office days in Avonmouth and two days working from home.
Department
Customer Care
Location
Office, Avonmouth/Filton
What Will You Do?
Customer Care
- Answer all calls, live chat and emails within the agreed timescales.
- Ensure all calls, live chats, emails and bookings are made accurately.
- Ensure that any orders, bookings, enquiries and complaints are turned around within 24‑48 hours, striving towards a first‑time resolution.
- Make outgoing calls when requested to customers, including spa booking confirmations.
- Contact courier companies with delivery queries on behalf of the customer when required, processing the necessary paperwork if needed (e.g., claim forms).
Brand Ambassador
- Perform online and offline lifestyle consultations according to customer requirements.
- Make effective product and treatment recommendations to encourage clients to purchase appropriate products and make appropriate bookings.
- Educate oneself with updated product information, details of promotions and offers, and actively participate in coaching and training sessions.
- Upsell and cross‑sell to the advantage of the company and the client.
Organisation
- Follow our policy/procedures accurately and deal with all enquiries in a satisfactory manner, escalating where necessary.
- Actively record internal notes on all systems.
- Action, log and record product reactions following company procedures.
- Ensure that all GDPR and data protection requirements are followed.
What we are looking for
- Fluent in French; written and verbal.
- GCSEs in Maths and English grades A‑C or equivalent.
- Contact/call centre experience preferred.
- Fluent in English; additional languages are a bonus.
- Good customer service skills in a similar role an advantage.
- Retail/Sales experience an advantage.
- Good administrative skills.
- General computer literacy and knowledge of office equipment.
- Good numerical skills.
What we offer you!
- Generous staff discount on all ELEMIS products and spa treatments, as well as discounts on L’OCCITANE Group products (including L’Occitane, Erborian and more).
- Excellent well‑being policies, including enhanced maternity & paternity policies, income protection, life assurance and more.
- Generous holiday allowance, increasing with length of service.
- Company pension scheme.
- Bonus scheme.
- Healthcare cash plan (with dental).
- Private medical insurance.
- Employee assistance programme for all associates and their families.
- Cycle to work scheme, season ticket loan, length‑of‑service awards.
- Much, much more!
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