Customer Care Advisors - French, Dutch or German speaking in Ashford

Customer Care Advisor – 12 month fixed term contract – French, Dutch or German speaking required. This is a fantastic opportunity to join our award-winning Contact Centre based in Ashford. We pride ourselves on offering a friendly, fun, and fast-paced environment.

As a Customer Care Advisor, you will be at the heart of our interactions with our customers. Our comprehensive induction training plan ensures all our team colleagues are highly trained to assist with customer bookings, aftersales, product enquiries and customer complaints, as well as identifying opportunities to enhance a customer’s experience. Ongoing regular support and training will be offered to help you reach your individual and team key performance targets.

Our aim is to add value for every customer who needs our help. As the voice of Eurostar, you’ll be an ambassador for our brand, providing an engaging and positive customer experience. This role is offered as a 12 month fixed term contract based onsite at our Ashford contact centre.

Responsibilities:

• The first line response for our customers who cannot self-serve online.
• Able to conduct themselves in a professional and friendly manner in all interactions with customers via phone, e-mail, social media and live chat.
• Able to demonstrate a passion for our brand and a commitment to delivering an exceptional customer experience.
• Able to use their creativity to proactively find solutions to drive results, responding sensitively and promptly to customer enquiries and complaints.
• Actively engaged in their own performance and development that contributes to the overall performance of the Contact Centre.
• A role model for the Eurostar values of Honest, Caring and Bold, demonstrating these behaviours through their engagement with colleagues and customers alike.

About you:

• High standard of spoken & written English and it is essential you additionally speak French, Dutch or German as well as English. Language skills should be at C1 level or above.
• Strong communication skills – listening, written, verbal, social media and the ability to customise generic information and record customer interactions accurately.
• Comfortable and resilient working in a fast-paced, busy and sometimes challenging environment.
• Able to build strong relationships with customers and colleagues around the business.
• Able to work in a team, act on colleague and customer feedback and contribute to finding solutions for the benefit of the customer and the business.
• Evidence strong web-based navigation and IT skills. Familiarisation with Salesforce or other CRM system is an advantage, but training will be given.
• To be available to work a 35-hour week, Monday to Friday with some weekend working.
• Able to meet targets, with strong time management and prioritisation skills.

Desirable:

• A background in customer service, travel or Contact Centre experience.

Salary: £35,112.75 per annum (Rate For Job – non-negotiable)

Benefits:

• Travel benefits that can be used for both work and play including 75% off underground network from Day 1.
• Competitive defined benefit pension scheme.
• Free Eurostar tickets.
• Discounted Eurostar tickets for friends and family.
• Ongoing training and development.
• Lots of other exclusive deals, discounts and perks.
• Hybrid working - one week in the office, and one week at home (after a period of on-site training).
• Exciting and engaging modern office environment offering a calendar of social, wellbeing and engagement activities.

We believe in giving everyone an equal chance. We actively encourage applications from talented individuals regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, whether you’re pregnant or on maternity leave.

Please note that this role is only based in Ashford, Kent. If you will be travelling daily to Ashford for this role, please ensure you have checked how much this will cost you as annual season tickets are c£6,000 from the London area.