Technical Support Specialist – French/Spanish/English Speaking
Location: Sunbury-on-Thames
Salary: £27,500 + Benefits
Hours : Monday-Friday, 8am-5pm (Hybrid Options Available)
My client who are based in Sunbury are seeking a tri-lingual customer service professional to join their friendly team. to apply for this role you will need to be fluent in French, Spanish and English and be confident speaking with customers over the phone. This is a hybrid role based in their Sunbury office 3 days a week after training.
Daily Duties
Provide first level technical support.
Requests that exceed first level technical support need to be logged and escalated to the Technical Support department.
To effectively monitor service levels and customer satisfaction and contribute actively towards a smooth customer experience.
Clearly communicate with customers via e-mail and phone.
To create and maintain clear and detailed work records in the CRM database and other work tools and update the various logs when applicable.
To deal with credit defective, stock rotation and refund requests by checking purchase histories and calculating prices.
To deal with all Advance Replacements as a priority matter and applying policies according to customers profiles. Actively following up on Advance Replacements, ensuring products are returned within the agreed timeframe.
To deal with special product requests from Technical Support and cooperate with Warehouse, UK and Worldwide Planning to arrange the correct product specifications.
To work closely with direct accounts to facilitate their RMA requests.
To maintain effective relationships while applying their contractual rights and company policies.
To provide regular and timely updates to customers about their pending RMA cases while checking the status of the delivery, with particular attention to our Service Centre resource.
To assist customers buying directly from our Shop. To facilitate their purchase journey by answering questions linked to our shop website, delivery queries and return options.
To work closely with other departments such as Technical Support, TRG, Inside Sales, UK and Worldwide Planning, RMA Receiving to facilitate smooth resolution of cases.
To attend product trainings and effectively gain strong skills on products.
To provide clear and complete monthly reports and take an active part in team meetings.
Skills / Behaviours:
Fluent English, French and Spanish
Customer focused
Excellent communication and organisation skills
Minimum of 1 year admin experience
Strong IT skills