Customer Care Consultant French For Net-A-Porter Based in London

MYTHERESA; Greater London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A luxury retailer is seeking a Customer Care Consultant to support its team in London. This role involves assisting customers in both French and English, ensuring an outstanding service experience, and converting product inquiries into orders. Ideal candidates will have experience in luxury sales, excellent communication skills, and a customer-centric approach. Opportunities for growth and various employee benefits, including discounts and wellness support, are offered.

Benefits

Up to 32 days of holiday

Mobile office opportunities

Staff discount up to 30%

Access to LinkedIn Learning

Family-friendly policies

Qualifications

• Previous experience in customer facing luxury sales and service, ideally in a contact centre environment.
• Native level proficiency in English and French (written and spoken).
• Excellent communication skills for rapport building.

Responsibilities

• Act as a brand ambassador for an outstanding service experience.
• Assist customers in French and English via phone, email, and web messaging.
• Provide personalised, accurate responses for a seamless customer experience.

Skills

Customer care expertise

Fluent in English and French

Excellent communication skills

Proficient with Microsoft Office

Ability to handle complex issues

Job description

To support our Customer Care team we are searching for a Customer Care Consultant French to be based in our London office.

WHAT YOU WILL DO

• Act as a brand ambassador for the LuxExperience group ensuring an outstanding service and shopping experience to build lasting relationships with our customers
• Assist French and English speaking customers with their enquiries via phone, email and web messaging, always adhering to service levels
• Provide personalised, accurate responses to proactively anticipate and prevent future barriers for a seamless customer experience
• Adherence to processes and guidelines for consistent and efficient customer resolution, using order management systems and customer care tools to obtain information
• Maintain customer relationships, complete follow up as required to offer Customer Care support post-order
• Customer centric approach required; highlight negative customer impacts
• Convert product enquiries to orders whilst introducing additional product options for an enhanced customer experience
• Collaborate professionally with internal colleagues and departments
• Attend training sessions to expand your Customer Care knowledge, always representing Customer Care and LuxExperience with the utmost professionalism
• Escalate potential complaints to your manager for support and efficient resolution

WHO YOU ARE

• Previous experience in customer facing luxury sales and service, ideally in a contact centre environment
• Native level proficiency in English and French (written and spoken), additional fluency in French, German or Spanish is a plus
• Excellent communication skills, capable of building rapport with customers
• Takes initiative, able to handle complex customer issues and adhere to customer data regulations
• Proficient with Microsoft Office, displays strong computer and keyboard skills
• Professional, well organized and a good team player - flexible, reliable and consistent
• Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business
• Excellent attention to detail, articulate with good spelling and grammar

WHAT WE OFFER

• Up to 32 days of holiday, depending on the length of service, starting with 28 days
• Mobile office with up to 20% of your total contracted hours (job and position permitting)
• Language & e-learning courses
• Staff discount of up to 30%
• Family-friendly policies
• Discounted membership for selected sports platforms & gyms
• Access to LinkedIn Learning
• Individual support on mental health & well-being
• Social Day
• Employee Share Purchase Plan