- As a Customer Experience Agent - French Speaking, you’ll be the voice of Arcavindi across multiple channels, ensuring every customer feels heard, supported, and valued
- This hybrid role brings together online communications, customer service, complaint handling, and buying responsibilities — giving you the chance to develop a broad skill set while directly shaping the customer journey
- You’ll handle high volumes of inbound and outbound queries across phone, email, WhatsApp, webchat, and social media, guiding customers through their journey with us
- Some conversations will involve resolving complaints with empathy, while others will focus on building trust during the buying process. Every day will be different, and you’ll play a key role in building Arcavindi’s reputation across Europe
- Getting Started...
- Learn our tone of voice, systems, and customer service processes
- Shadow experienced colleagues to understand customer journeys and best practices
- Gain confidence handling a variety of customer queries across multiple channels
- Establishing Your Impact...
- Independently manage customer conversations with professionalism, speed, and empathy
- Resolve queries and complaints fairly and consistently, meeting quality standards
- Support customers during the buying process, explaining next steps and overcoming objections
- Build trust through accurate, timely, and clear communication
- Driving Excellence...
- Take ownership of complex cases and collaborate with colleagues to resolve them smoothly
- Consistently exceed KPIs for quality, efficiency, and customer satisfaction
- Share feedback and ideas to improve processes, training, and workflows
- Key Goals & Objectives:
- Deliver excellent customer service and communication across all channels to our French speaking customers
- Handle complaints with professionalism, empathy, and adherence to policy
- Support sales and buying conversations, contributing to growth targets
- Meet and exceed KPIs for response times, resolution rates, and customer satisfaction
- Collaborate effectively with colleagues to ensure a seamless customer journey
- Contribute to building a high-performing, supportive, and adaptable team culture
- Key Responsibilities:
- Respond to inbound queries via phone, email, SMS, WhatsApp, webchat, and social media
- Handle outbound calls, including welcomes, collections, and customer updates
- Manage complaints by investigating issues, resolving them promptly, and keeping customers informed
- Support the buying process, overcoming objections and helping customers feel confident
- Accurately record interactions, maintain systems, and complete admin tasks
- Liaise with internal teams to deliver smooth handovers and joined-up customer care
- Contribute to continuous improvement by suggesting ways to refine processes
- Proven experience in customer service, contact centres, or sales environments
- Strong problem-solving skills with resilience under pressure
- Ability to balance speed with accuracy and quality
- Organised and able to manage multiple priorities
- Confidence in handling objections and complaints fairly and constructively
- Team-oriented mindset with a proactive, solutions-focused approach
- Excellent verbal and written communication skills, with empathy and clarity
- Comfortable using CRM systems and digital communication platforms
- Background in buying, sales, or complaint resolution
- Ability to adapt quickly in a fast-growing scale-up environment
- Experience working in businesses with operational warehouses or physical products
