Customer Support Agent

3 weeks ago

Kingston upon Thames, United Kingdom Foundever Full time

**Key Details**

**This is an Italian, French and English speaking role - Must be fluent in all languages (written and spoken)**
- **This is an Italian, French and English speaking role - Must be fluent in all languages (written and spoken)**:

- **Salary**:£28,275.00 per year - Monthly paid (equates to an hourly rate of £14,50 per hour)
- **Contract length**: 37.5 hrs p/w - Permanent
- **Training**: Paid training onsite - 4 weeks, Monday to Friday 9am-5.30pm
- **Production**: After training, onsite for 3 weeks, and then hybrid model based on needs: 1 day a week in the office and for training needs.
- **Schedule**: Monday - Friday 9.00 - 5:30
- **Expected start date**: 03.06.2024

**The role**
- Supporting customers in English, French and Italian (written and spoken)
- Escalate interactions to field service engineers and sales representatives as required
- Deliver the highest quality customer experience on every transaction
- Work in a manner that promotes and supports the campaign
- Logging customer cases accurately on global internal database within legal spectrum
- Consistently achieve Quality Monitoring targets to meet client, customer and departmental targets
- Other duties as assigned

**What we need from you**
- **Good communication skills**: the ability to clearly and effectively communicate with customers both written and verbally in English, Italian and French
- **Active listening skills**: the ability to attentively listen to customers and understand their needs and concerns
- **Problem-solving skills**: the ability to quickly identify and resolve customer issues or complaints
- **Empathy**: the ability to understand and relate to the customer's perspective
- **Patience**: the ability to remain calm and composed
- **Adaptability**: the ability to handle a wide variety of customer interactions and adjust communication style as necessary
- **Positive attitude**: the ability to remain positive and upbeat even during difficult customer interactions
- **Strong teamwork skills**: the ability to work effectively with other agents and support teams

**Why work at Foundever?**

At **Foundever, **we work with clients across a multitude of industries such as, retail, health care, hospitality, catering, sports, office, government and many others. **Foundever** securely connects brands with their customers 9 million times daily in +60 languages. Our global footprint makes us one of the few true global players in the industry.

**What are you waiting for? Start your Foundever journey and click apply**

**Creativity, Commitment, Connection at Foundever Group**

**Everyone's Welcome**

Foundever Group is an equal opportunity employer. We value our diversity and we're committed to making Foundever a truly inclusive place to work. We recognize and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

**Long Description**

**Key Accountabilities**

Chooses the best course of action based on the information available, including arrangements for replacement orders or credit refunds.

Remains professional & calm when communicating, even when under pressure or challenged.

Follows up all customer queries where required.

Documents complaints as per agreed processes & procedures.

Provides level 1 technical support for Vision Care products.

Works to achieve individual call handling, file documentation & wider team targets.

Escalates queries and complaints to technical and medical teams where appropriate.

Supports the wider team, shares information & skills where appropriate.

Attends general training programs and keeps up to date with most current procedures.

Acts as a good ambassador for both Foundever & Johnson & Johnson.

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