Customer Service Representative
D&G's purpose is to make the world a better place, one repair at a time with a mission to keep or customer's world running.You will be responsible for delivering an excellent experience to our customers first time, every time using all skills & knowledgein order resolve queries effectively.Engaging with all customers to draw their attention to other suitable products available that could improve their customer experience and create a sales opportunity where appropriate.
You will deal with a variety of different customer call types as required to suit the business & customer needs.You will have ownership of your customer's experience and will, as appropriate, feedback to improve the journey in a positive & ethical way in line with our processes, value & behaviours.
Key Responsibilities:
- Assume responsibility for your own personal development by improving performance through excellent knowledge and skills.
- Act positively in response to feedback received and demonstrate a proactive (can-do attitude), for example by using feedback from coaching sessions to develop and consulting the knowledge base as needed.
- Handle customer requests and complaints correctly from the first contact, in the most efficient and useful way possible, while remaining focused on resolving the main reason for contact.
- Ensure that knowledge of products, processes, and systems are up to date and that customer records are kept accurately.
- Always comply with all regulatory requirements when interacting with customers, act appropriately in response to feedback received, and ensure fair treatment of all customers.
- Understand the expectations of the role and ensure that feedback from the customer experience is shared appropriately to contribute to continuous improvement of the customer journey and achievement of KPIs.
- Adopt exemplary behaviors, fully embody our core values, and encourage others to do the same.
- Identify and develop sales opportunities aimed at improving the customer experience and bringing commercial value to the company, with the goal of achieving performance objectives.
- Ensure that all commitments made to customers or colleagues are met within agreed timeframes.
- Be able to conduct quality exchanges that promote positive results for customers, demonstrating an adaptable approach to customer service. Ensure that each customer feels valued and that our processes reflect this approach, while providing feedback when this is lacking.
- Contribute actively to the success of the team by collaborating with colleagues in a friendly and supportive manner. Embodiment of company values while understanding the importance of respecting procedures and KPIs.
- Support the team and other services by sharing knowledge and proactively seeking ways to improve the customer journey and personal skills, providing solution-oriented feedback.
- Respect the expected levels of attendance and punctuality in accordance with company guidelines.
System Knowledge:
- Proficiency in computer tools, with the ability to multitask and navigate multiple systems simultaneously.
- Good command of Microsoft Teams and Microsoft Office programs.
Role Profile:
Skills:
Essential:
- Excellent communication skills, with the ability to adapt tone and pace according to situations.
- Ability to manage multiple tasks and adapt to change when necessary.
- Solution-oriented.
- Sales/negotiation skills.
- Ability to receive and implement feedback.
Desired:
- Ability to generate high-quality sales in an appropriate manner.
- Ability to sell in compliance with compliance requirements and verification procedures.
- Ability to work in compliance with regulations while providing excellent customer service.
- Familiarity with the use of an inbound call composer.
Knowledge:
Essential:
- Understanding of key factors for excellent customer service that promote sales.
- French as a native language.
Desired:
- Understanding of first contact resolution.
- Understanding of up-selling and cross-selling.
- Understanding of the use of computerized contact center systems.
- Familiarity with telephony and contact center terminology.
Experience:
- Experience in goal-oriented sales.
- Commercial experience in a contact center environment.
- Handling objections and complaints.
What We Offer:
- Indefinite contract from day one, with a 3-month probationary period.
- Hours: 40 hours per week, Monday to Friday from 9:00 AM to 6:00 PM (with 1-hour lunch break).
- 26 annual leave days + 7 additional days (we depend on the collective agreement of insurance).
- Competitive market-based remuneration + very attractive and achievable bonuses according to sales results.
- Restaurant voucher of 207 € per month.
- Provided equipment for remote work (laptop, headset, HDMI/USB adapter). We have a 100% remote work model.
- Free private health insurance after one year in the company.
- 130€ paid at the end of the month on your payslip for the purchase of additional equipment if necessary (one-time payment).
- Free insurance policy for employees (you can insure one of your home appliances or your mobile phone for free).
- Opportunity to participate in language courses, numerous wellness activities, and training sessions!
- Free employee support program (legal advice, social resources, personal finance, psychology, etc.).
- Flexible remuneration for training, childcare, etc.
Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, color, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.
Customer Service Representative
D&G's purpose is to make the world a better place, one repair at a time with a mission to keep or customer's world running.You will be responsible for delivering an excellent experience to our customers first time, every time using all skills & knowledgein order resolve queries effectively.Engaging with all customers to draw their attention to other suitable products available that could improve their customer experience and create a sales opportunity where appropriate.
You will deal with a variety of different customer call types as required to suit the business & customer needs.You will have ownership of your customer's experience and will, as appropriate, feedback to improve the journey in a positive & ethical way in line with our processes, value & behaviours.
Key Responsibilities:
- Assume responsibility for your own personal development by improving performance through excellent knowledge and skills.
- Act positively in response to feedback received and demonstrate a proactive (can-do attitude), for example by using feedback from coaching sessions to develop and consulting the knowledge base as needed.
- Handle customer requests and complaints correctly from the first contact, in the most efficient and useful way possible, while remaining focused on resolving the main reason for contact.
- Ensure that knowledge of products, processes, and systems are up to date and that customer records are kept accurately.
- Always comply with all regulatory requirements when interacting with customers, act appropriately in response to feedback received, and ensure fair treatment of all customers.
- Understand the expectations of the role and ensure that feedback from the customer experience is shared appropriately to contribute to continuous improvement of the customer journey and achievement of KPIs.
- Adopt exemplary behaviors, fully embody our core values, and encourage others to do the same.
- Identify and develop sales opportunities aimed at improving the customer experience and bringing commercial value to the company, with the goal of achieving performance objectives.
- Ensure that all commitments made to customers or colleagues are met within agreed timeframes.
- Be able to conduct quality exchanges that promote positive results for customers, demonstrating an adaptable approach to customer service. Ensure that each customer feels valued and that our processes reflect this approach, while providing feedback when this is lacking.
- Contribute actively to the success of the team by collaborating with colleagues in a friendly and supportive manner. Embodiment of company values while understanding the importance of respecting procedures and KPIs.
- Support the team and other services by sharing knowledge and proactively seeking ways to improve the customer journey and personal skills, providing solution-oriented feedback.
- Respect the expected levels of attendance and punctuality in accordance with company guidelines.
System Knowledge:
- Proficiency in computer tools, with the ability to multitask and navigate multiple systems simultaneously.
- Good command of Microsoft Teams and Microsoft Office programs.
Role Profile:
Skills:
Essential:
- Excellent communication skills, with the ability to adapt tone and pace according to situations.
- Ability to manage multiple tasks and adapt to change when necessary.
- Solution-oriented.
- Sales/negotiation skills.
- Ability to receive and implement feedback.
Desired:
- Ability to generate high-quality sales in an appropriate manner.
- Ability to sell in compliance with compliance requirements and verification procedures.
- Ability to work in compliance with regulations while providing excellent customer service.
- Familiarity with the use of an inbound call composer.
Knowledge:
Essential:
- Understanding of key factors for excellent customer service that promote sales.
- French as a native language.
Desired:
- Understanding of first contact resolution.
- Understanding of up-selling and cross-selling.
- Understanding of the use of computerized contact center systems.
- Familiarity with telephony and contact center terminology.
Experience:
- Experience in goal-oriented sales.
- Commercial experience in a contact center environment.
- Handling objections and complaints.
What We Offer:
- Indefinite contract from day one, with a 3-month probationary period.
- Hours: 40 hours per week, Monday to Friday from 9:00 AM to 6:00 PM (with 1-hour lunch break).
- 26 annual leave days + 7 additional days (we depend on the collective agreement of insurance).
- Competitive market-based remuneration + very attractive and achievable bonuses according to sales results.
- Restaurant voucher of 207 € per month.
- Provided equipment for remote work (laptop, headset, HDMI/USB adapter). We have a 100% remote work model.
- Free private health insurance after one year in the company.
- 130€ paid at the end of the month on your payslip for the purchase of additional equipment if necessary (one-time payment).
- Free insurance policy for employees (you can insure one of your home appliances or your mobile phone for free).
- Opportunity to participate in language courses, numerous wellness activities, and training sessions!
- Free employee support program (legal advice, social resources, personal finance, psychology, etc.).
- Flexible remuneration for training, childcare, etc.
Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, color, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.
