SocialMedia Customer Service Agent - French
Location : Belfast,United Kingdom
Concentrix is partnering withPrimark, a brand adored by fashion fans and value seekers alike.
Primark is widelyestablished as the destination store for keeping up with the latest lookswithout breaking the bank. Their stores offer a diverse range ofproducts, stocking everything from baby and kids, to women’s men’s,homeware, accessories, beauty products and confectionery.
Primark openedits first store in Dublin in 1969 under the name Penneys and today operates inover 320 stores in eleven countries across Europe and America.
The Role :
Primark believes in working hard while having fun, and workingtogether to deliver great results for our customers and colleagues.
We arepassionate about everything we do, and we look to inspire with the energy webring to our roles. At Concentrix, we are looking to replicate this, andcombine with individuals who display the right skills and attitude who want tocontribute to our success and theirs.
We’re looking for people who reflect both Primark & Concentrix’sculture and values. They need to be bright, enthusiastic and always helpful -
to customers and other members of their team. They must display a passion foralways wanting to keep improving the way that Concentrix and Primark work.
Responsible for a range of inbound customer contacts via social mediaand email
Manage cases within the supplied Customer Relationship Management (CRM)system
Document and log all contacts and actions in the CRM per specified guidelines
Provides clear direction to assist customers during issue resolution
Remains knowledgeable of performance requirements, brands / product andprocess documentation
Achieves specified performance goals and required knowledge of all tools
Maintain active participation in supporting continuous improvement effortswithin Primark, for example, highlighting process inefficiencies and reportingunresolved issues, etc.
Essential Criteria :
Fluency in written & spoken English & one of the following;
Exceptional customer service skills required with a minimum of 6 month’scontact center experience
Clearly demonstrate the ability to respond via social media in the management& resolution of customer enquiries
Proven experience of PC and software applications including MicrosoftWord and Outlook
Ability to demonstrate 6 month’s experience delivering excellent writtencommunication with a professional manner
Strong interpersonal skills, proven experience demonstrating the abilityto establish and maintain effective working relationships
Ability to recognize differing customer needs, and successfully manageresolution of contacts aligned with delivering great Customer Experience
Can do attitude, and a desire to support our customers and colleagues
DESIRED CRITERIA :
A passion for fashion and knowledge of current trends
The ability to learn new software packages / tools quickly
Be energetic and enthusiastic in carrying out their role
Hours of work :
Full flexibility is required between 10am and 4am, Monday to Sunday.(20% uplift applied to hourly rate after 10am)