Bilingual (French) Consumer Experience Representative

Clark's Shoes Waltham , MA 02154

Posted 1 month ago

We are looking for a French speaking people person who enjoys solving problems and developing customer relationships to help support our Canadian consumers. You will interact with consumers in a welcoming and knowledgeable manner by phone, email, and social media. Our team provides feedback to departments throughout the company, directly impacting business goals. This is a great opportunity if you enjoy interacting with people and working in a team environment.

Responsibilities:

  • Respond to questions, comments, compliments and complaints via phone, email, and social media.

  • Provide personalized, professional, and empathetic service using proactive problem solving.

  • Maintain internal consumer database.

  • Serve as an internal advocate for consumers and provide feedback to other departments within the company.

  • Have a complete and thorough understanding of product and policies in order to assist stores and provide direction to consumers.

  • Assist other departments for any follow up items that involve our consumer.

  • Be available to assist other team members or Reception as warranted.

  • Highlight regularly any occurring consumer issues to help improve customer service

  • Maintain high standard of service via Stella quality surveys and departmental KPIs

Qualifications:

  • Bilingual French required

  • Bachelor Degree preferred

  • Understanding of Clarks Policies

  • Strong writing & vocabulary skills

  • 2 years previous contact center experience preferred

  • Previous service or retail experience

  • Provide quick uninterrupted service

  • Ability to control emotional levels to ensure the customer experience is always positive

  • Ability to multitask between multiple computer systems. Also proficient in Word, Excel & Outlook

  • Use of effective listening techniques such as paraphrasing and using open ended questions to lead conversation to details or issue

  • Ability to understand, assess the situation and provide a clear & concise resolution

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Bilingual (French) Consumer Experience Representative

Clark's Shoes