French Speaking - Customer Service Advisor

Location: Konecta UK, 8 Harbour Exchange Square, London, E14 9HF

Hours: 40 hours per week

Operational hours: Monday to Friday 7.30am till 7pm, Saturday 7.30am till 4pm, Sunday 9am till 4pm

Salary: £14.18 per hour

Main Purpose of Role: As a Careline Advisor (Benelux Recall Support), you will be responsible for delivering the highest level of customer care to consumers in Benelux markets affected by Danone’s Specialised Nutrition product recall. You will act as the first point of contact for recall-related enquiries from French-speaking or Dutch-speaking consumers, handling inbound calls and written contacts with empathy, accuracy, and regulatory compliance.

Core duties:

• Answer inbound calls from Benelux consumers regarding the product recall, taking full ownership of each interaction and providing clear, accurate guidance in French or Dutch.
• Respond to recall-related emails and written enquiries, using accurate and compliant information tailored to individual needs.
• Logging and processing cases in the case management system with meticulous attention to detail, ensuring traceability of each consumer contact.
• Arranging sample returns and resolutions in line with Danone’s recall policy and liaising with logistics teams where necessary.
• Escalating complex or sensitive cases promptly to the appropriate nutrition, quality or regulatory teams while maintaining ownership of the consumer journey.
• Working closely with subject matter experts, quality specialists and regulatory colleagues to ensure compliance with recall procedures and accurate dissemination of information.

Team and environment: This position sits within the multi-skilled “One Danone Careline” team. You will be supported by nutrition and healthcare specialists, as well as quality and knowledge experts, to ensure consumers receive the quality of care expected while following Danone’s procedures and regulatory obligations. Given that the recall affects products used by infants and vulnerable consumers, an empathetic and calm demeanor is essential. You will need excellent interpersonal skills and the ability to respond to consumers and parents in a caring, professional and friendly manner. We are looking for people who are flexible and positive to join our team by embracing Konecta’s values and representing this well-loved client.

Qualifications and skills:

• Fluent written and spoken French OR Dutch (mandatory)
• Ability to communicate effectively and empathically with a wide range of consumers and members of the public
• Excellent written and verbal skills
• 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
• Childcare experience or a strong interest in early years preferable
• 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!

Additional recall-specific requirements:

• Experience working in a high-volume customer service environment where accuracy and compliance are critical (experience of product recalls or regulated sectors is desirable).
• The ability to remain calm and compassionate under pressure, particularly when dealing with vulnerable consumers.
• Strong data-entry skills with an eye for detail and the ability to document information accurately.
• Awareness of, or willingness to learn about, food safety and regulatory requirements relating to product recalls.
• A professional phone manner and the ability to handle sensitive information confidentially.

About Konecta UK: We partner with clients to deliver outstanding customer experience. We combine talent, innovation, and industry expertise, supporting our clients in engaging with their customers, building loyalty, and maximising value with a strong commitment to the environment and society. We are an international company that provides customer experience services worldwide. With more than 200 sites in 24 countries on three continents and around 130,000 people speaking more than 30 languages, we adapt to each country, culture, and time zone. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels.

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
• Recognition and reward schemes with Perkbox points
• Cycle to work scheme