French Customer Experience Agent

• Support customers across phone, email and digital channels throughout their journey with
• Handle inbound and outbound conversations, including customer queries, updates and follow-ups
• Explain the service and next steps clearly
• Adapt communication to different customers and situations
• Handle complaints and difficult conversations, investigate queries, and resolve issues fairly and professionally
• Escalate issues when additional support is needed and keep customers informed
• Manage workload across channels while maintaining quality and attention to detail
• Meet agreed service levels, quality standards and customer experience measures
• Keep accurate records and complete administration using digital systems
• Work with Customer Experience, Operations, the warehouse and other teams
• Share recurring customer feedback and contribute to continuous improvement
• Be open to coaching and support new ways of working

• Experience working with customers in a customer service, contact centre, sales, retail, hospitality or other customer-facing environment
• Strong verbal and written communication skills, with the ability to explain things clearly and adapt your approach to different customers
• Confidence having difficult conversations and handling complaints or objections calmly and constructively
• Good judgement and problem-solving skills, with the confidence to take ownership rather than simply pass problems on
• Ability to work at pace while maintaining accuracy, quality and attention to detail
• Resilient and adaptable approach when priorities, customer needs or ways of working change
• Confidence using digital systems and ability to learn new tools quickly
• Collaborative approach and willingness to work across teams
• Genuine care for delivering a brilliant customer experience
• No specific qualifications are required

Demonstrates strong verbal and written communication skills, with the ability to handle difficult conversations and complaints effectively. Exhibits a collaborative approach to customer service, ensuring a high-quality customer experience while managing workload across various digital systems.