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Customer Services Team Leader - French and English Speaking

Listing ID: 1095736

Customer Services Team Leader - French and English Speaking

Type of Position: Permanent Position
Company / Organisation / Artist Name: Seraphine
Location: Ladbroke Grove, West London, London, UK
Hours: Full Time
Experience: Entry level / Graduate - 0 - 1 years experience
Start Date: ASAP
Salary: £19,000 - £21,500 per annum
Reporting To: Global Customer Service Manager
Deadline: 6th December 2019
Ad Expires In: 1 day 8 hours
About: Seraphine is an award-winning British maternity brand, providing affordable luxury fashion for the stylish mum-to-be.

Based in London, the brand operates an internationally successful e-commerce business, supported by physical maternity stores in London, Leeds, Paris, New York, Hong Kong, and Dubai & New Delhi.

Providing high-quality maternity fashion for over 17 years, Seraphine operates on the belief that every woman deserves to feel comfortable and confident in her clothes through every stage of her journey into motherhood.

This is a wonderful opportunity to join the Seraphine team & be part of a fast-moving fashion brand, known for dressing A-listers & royals through pregnancy.

Team Leader Job Duties:

  • Supports team manager and performs management duties when manager is absent or out of office
  • Positively influence and contribute to the team culture.
  • Motivate, coach and develop staff in the office.
  • Provide exceptional customer service via phone, email, live chat and social media.
  • Respond to customer complaints and escalate issues as necessary.
  • Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
  • Show ownership and accountability for offering solutions to benefit our customers and the business.
  • Drive continuous improvement ethos within the office and the business.
  • Actively improve processes, workflows and service to our customers.
  • Proactively seeking solutions for potential issues.
  • Develops strategies to promote team member adherence to company regulations and performance goals
  • Conducts team meetings to update members on best practices and continuing expectations 

Experience required:

  • Experience leading a team of customer service advisors in an office environment.
  • Accountable leader with strong customer focus.
  • You should be able to demonstrate your skills in up-skilling and coaching team members.
  • We are a fast moving, constantly changing business. Ability to adapt to, and lead people through change is paramount.
  • Excellent written and verbal communication skills.
  • Ability to balance workload and schedules with multiple priorities.
  • Experience in using Zendesk. (Bonus)

Required Education, Skills and Qualifications

  • MUST be fluent in English and French (Bonus if you speak Spanish and or German as well)
  • Deliver best practice within Customer Service
  • Knowledgeable with Magento and Sage Pay
  • Good communications Skills
  • Have an interest in helping others
  • Enjoy working as part of a team
  • Well presented, polite and tactful
  • Can handle complaints in a calm manner
  • Good IT skills
  • Good numeracy and vocabulary skills 

Hours:

  • Full Time – 5 days per week 37.5 Hours a week
  • Part Time – Min 20 hours per week

Business hours:

  • Monday – Friday (08:00 – 22:30)
  • Saturday – (09:00 -17:30)
  • Sunday – (12:00 – 18:00)

Application Form

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Applicant Questions

The recruiter would like you to answer the following questions. The questions need to be answered in order for your application to be sent

Are you familiar with Zendesk or Magento? *

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Do you live in London? v *

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Are you able to work evenings and weekends? *

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Do you speak Fluent French and English? *

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File Attachment

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I have carefully read the advert specification including details of where the position is based and provided details of any requirements stipulated in the advert within my application.

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