Account Support Executive - French Speaking

EP Group is an award winning global packaging manufacturer with production facilities across Europe and South East Asia. We specialise in a range of paper and plastic based packaging products selling to many of the world’s largest retailers including Marks & Spencer, Amazon, Tesco and Starbucks.

We are now recruiting for an Account Support Executive for our International team, to support our French customers.

The role will involve answering customer calls and emails, providing professional, factual, thought out responses within agreed SLAs (Service Level Agreements).

Supporting our French customers means that French is essential for this role. You will work as part of a small team ofAccount Support Executives answering calls across a number of international retail customers. You will work closely with our International Office based in France to resolve customer complaints, be confident at troubleshooting, as well as investigating any sort of customer related inquiries.

The target is to ensure we achieve excellent customer service standards, respond efficiently to customer inquiries, maintain high customer satisfaction and deliver an excellent customer experience.

You will need to build an effective internal network and work as a team to achieve operational account goals.

The role is office based.

Primary / Key Responsibilities - International Account Support Executive

• You will ensure all queries are accurately captured within the Query Management System
• You will pro-actively contact customers for clarifications that will help resolve their query
• You will work with your internal network to ensure you are able to provide your customer with an appropriate response within the agreed SLAs.

Continuous Business Improvement:

• You will make proactive customer calls to elicit feedback on our service performance
• You will proactively support change in processes / procedures to provide a better customer experience / greater efficiencies

Experience /Skills Required

• Fluent in French
• Confident in liaising with internal and external customers.
• Excellent communication and presentation skills.
• Strong telephone manner and listening skills
• Ability to multi-task, prioritise, and manage time effectively
• Accuracy first time and attention to detail
• PC Literate, MS Office, competent Excel skills
• Experience of SAP is an advantage
• Familiarity with CRM systems and practices
• Ability to think independently, assumes accountability.
• Resilient - ability to deal with pressurised situations and demanding customers
• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Customer orientation and ability to adapt/respond to different types of personalities.