English/French Customer Service Agent ? Ecommerce Experience Representative

About Foundever ™??

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.??

Overview:

English/ French Customer Service Agent – Ecommerce Experience Representative

About the job…

We are looking for creative sales minded enthusiastic Rockstars to join our fast growing SONOS Sales team.

The Live Ecommerce Experience Representative is responsible for providing outstanding order and Sales Support to the SONOS client base. This includes prospective, new and existing customers. The right candidate will have passion in the customer facing experience and thrives in a busy and challenging environment. If you love music, dealing with Pre-sales enquires and doing things the right way every time, we’d like to talk to you!

What you will do doing…

• Supporting customers in English and French
• Providing clear and excellent order support to existing or new customers, ensuring a high customer satisfaction and CSAT.
• Supporting customers and making sales through inbound, emails and chat.
• Contacting existing customers via outbound calls.
• Responding to general SONOS product queries with customers.
• Delivering sales through customer experience and recognising sales opportunities to drive conversion.
• Utilizing proper CRM tools and systems complete with ownership of the customers support journey while ensuring a positive image of the company.
• Working as part of a team

What skills you need…

• You are a candidate who is a decisive, sales-oriented individual who takes ownership of open issues and who can work independently and as part of a sales team.
• You can provide a world class customer experience while also being sales orientated and driven. This includes maintaining a positive image of SONOS throughout all transactions.
• Strong verbal and written communication skills ability to research and find answers to consumer questions.
• Ability to work under pressure.
• You love technology and music.
• Excellent interpersonal and communication skills (verbal & written) fluent standard of English and French

What experience you need…

• Past sales experience in a retail environment is preferred.
• Ability to communicate clearly and effectively and understand customer needs.
• Ability to multitask while recording details of the contact.
• Ability to provide excellent customer service while understanding the impact of quality targets showing propensity to continuous learning and development.
• Ability to work in a fast-paced environment while under pressure engaging with brand loyalty and client goals.
• Working knowledge of Windows and computer usage as demonstrated in the interview process.
• Basic typing skills on a PC keyboard equal to 35 words per minute consistent accuracy.

Shifts

• 37.5 hours per week Monday to Friday 08:45-17:15 
• Please note, training schedule and post-training schedule may not be the same.
• Occasional weekend/evening during December