Mulitilingual Customer Service Advisor - Hybrid in London

As a Careline Advisor, you will be responsible for delivering excellent customer care and support to Benelux Danone consumers across all contact channels. You will be the first point of contact for the consumers of the entire range of Danone products, handling queries and consumer complaints about these products and their consumption.

At the core of the multi‐skilled "One Danone Careline" team, you will work alongside fluent subject matter experts, as well as quality and knowledge specialists, to ensure that the Danone consumers receive the quality of care expected while following the Danone procedures and quality processes.

You will also be responsible for all customer interactions through social media channels, focusing on handling consumer queries and concerns across platforms such as Facebook and Instagram, ensuring timely and effective resolution of issues. You will support the day‐to‐day social media operations, including proactive and reactive conversation of specific brands, providing best‐in‐class service to the client. This includes publishing, monitoring and moderation of social engagement, as well as responding to and handling complaints received on various social and digital channels in line with our brand tone of voice.

The role requires you to be a fluent French and Dutch speaker, possess excellent interpersonal skills, and the ability to respond to consumers in an empathetic, caring and friendly manner. Strong English second language capabilities are also required.

We are looking for people who are flexible and positive to join our team, embracing Konecta's values and representing this well‐loved client.

• Fluent French and Dutch speaker
• Ability to communicate effectively and empathically with a wide range of consumers and members of the public
• Ability to take ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions
• Customer care experience, preferably within the food industry sector
• Strong interest in food and foods for special medical purpose
• IT skills: ability to use Google Suite and Microsoft Office, strong typing skills. CRM Knowledge such as Salesforce will be a plus
• Flexible to work shifts
• Self‐motivated and a team player
• To have fun at work!

Why work for us?

• Konecta UK working culture of fun and sociable team environment
• Pension Scheme
• Eye test vouchers and discounts
• Discounted corporate gym membership with Nuffield
• Involvement with local charities and fundraising days
• Campaign specific benefits including discounts, incentives and prizes
• Recommend a friend scheme paid reward of £500 +
• Apprenticeships qualifications and career flight path schemes
• Perk Box: Recognition and reward schemes
• Cycle to work scheme

Operational Days and Hours: With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the Danone contract, whose opening hours are 7.30am – 4pm Monday to Friday and 8am – 1pm Saturday, your Konecta contracted hours will be 8am - 8pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business.

Systems & Training: Full training will be given by Konecta and will include supporting ongoing training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and soft skills training.

Achievement results and opportunity for Growth: The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help 'raise the bar' in terms of customer experience. Careline Advisors are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, customer satisfaction, data capture accuracy and call quality targets. These will be communicated by the Team Leader (on behalf of the client). Growth and development are encouraged and supported, and over time the team member will have the opportunity to progress their role and take on additional duties, with added responsibility being rewarded with a salary increase.