Customer Care Agent - French Speaker

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We are currently recruiting for a Customer Care Agent who is a fluent French speaker based in our London, Regent Street office. You will be reporting to the Customer Services Manager as well as the Country Market Leader. This is a 6-month temporary contract, with an expected start date in October.

Overview

UNIQLO is a brand of Fast Retailing Co, Ltd, the fastest growing of the top three fashion retailers in the world. Through our LifeWear philosophy, we are reimagining everyday clothing – simple, high-quality pieces created to make everyone’s life better. While born in Japan, we now have more than 2,500 stores worldwide and are expanding fast across the UK and Europe.

Working hours

• Monday to Sunday: 7.5 hours per day, 37.5 hours per week.
• Operating hours: 07:00–20:00
• Hours are subject to change depending on business needs, seasonality and other country market requirements; any changes outside of these hours will be communicated and confirmed.

Working arrangements

• Hybrid working: minimum of 3 days per week in our Regent Street office and 2 days working from home
• Scheduled training sessions are to be attended in the office and are not included as part of the 3 in-office days per week

Your responsibilities

• Provide a first-line response and be the point of contact for all customer queries.
• Own and drive resolution through our Voice (Phone), Email, and Chat channels with internal and external customers.
• Answer customer inquiries for all contact channels for your assigned language market, and support other markets where required.
• Respond to all inbound contacts adhering to set targets (daily, weekly, and monthly).
• Review and analyze contact drivers to understand customer needs.
• Achieve top-quality Customer Satisfaction/Quality scores.
• Update all system notes at the end of the customer interaction to meet the customer service centre\’s required standards.
• Adhere to complaint management processes and take a proactive approach to problem-solving to prevent escalations.
• Continuously review FAQs and provide feedback to ensure accuracy when necessary.
• Provide translations and feedback to improve standard responses.
• Demonstrate ‘Role Model’ behaviours by engaging and supporting colleagues to create a respectful and positive working environment.
• Adopt a professional and friendly manner in all interactions with internal and external customers.
• Ensure compliance with all applicable regulations, including GDPR guidelines.
• Provide support and assistance to your Line Manager with additional requested tasks.

Language capability requirement

• Must have strong written communication skills in English (C1 level minimum) and French (C2 level minimum) to understand and respond to customer issues

Skills, experience and attributes

• Computer literate in all Microsoft packages (Outlook, Excel, PowerPoint)
• Organised, with a high sense of priority
• Comfortable working in a fast-paced environment
• Good levels of numeracy, accuracy, and attention to detail
• Strong work ethic, can work independently, and enjoys working as part of a team
• Passionate about our brand and customer service
• Excellent interpersonal skills and the ability to build and maintain strong relationships

What we can offer you

• 26 days of paid leave per holiday year + 8 bank holidays
• Staff Discount 30%
• Global Profit Share Scheme
• Employee Assistance Programme
• Private Medical Care (optional)
• Private Pension Scheme (optional)
• Travel to work loan scheme
• Hybrid working, 2 days from home, 3 days in the office
• Social events throughout the year
• Seasonal Sample Sales
• Volunteer Day – twice a year
• Great Location – Close to transport links, near Piccadilly and Oxford Street

EEO and privacy

UNIQLO is an inclusive employer and we welcome applications from all profiles, regardless of age, race, gender, sexual orientation, disabilities or background. We take data protection very seriously and understand the importance of protecting your privacy and Personal Information. For the recruitment process, you can find the applicable privacy policy on our site: https://www.fastretailing.com/eng/privacy/eurecruitment.html

Beware of Recruitment Scams. All official UNIQLO job postings will redirect to our official careers page on Workday for application submission. The only exception is for roles advertised in Germany via the HeyJobs platform. UNIQLO takes recruitment security seriously and is committed to protecting the process from misuse. Stay alert and apply only through verified sources.