Customer Care Consultant French for Net-a-Porter based in London

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

• 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

• 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

• 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