clients The Modern Milkman

Customer Service Executive - French Speaking

Location

UK

Job Type

Full-time

Experience

N/A

Salary

N/A

Skill Set

Role

Customer Support

Job Details

About Us

The Modern Milkman started with four friends, one beat up truck, and a mission - to create a purpose driven business that revolutionises consumer habits by delivering fresh ways to reduce waste. We’ve grown a lot since we first began (goodbye beat up truck!). Our team is full of passionate and ambitious individuals, ready to revolutionize consumer habits in new and exciting ways. When you work with us, you’ll discover it’s truly a team effort, and you’ll find yourself collaborating with different departments on a daily basis. But don’t worry, we don’t take ourselves too seriously – where’s the fun in that?

Say it loud, we’re green and we’re proud!

So whether your passion lies with saving the turtles, keeping your neighborhood clean, or shopping ethically, you’ll find a place with the Modern Milkman. We’re looking for enthusiastic people with strong ethics who care about the planet, as well as our working environment. We want you to feel proud of the company and the vital work you’re doing to reduce waste and keep our oceans clean - the turtles will thank you! Above all, we want you to thrive in your role.

What makes us tick

You’ll quickly find that our values are part of our DNA, and run through everything we do at the Modern Milkman. They allow us to help make a difference in the world and are worth more than any monetary gains.

  • We do the right thing
  • We’ve got something to say
  • We’re stronger together
  • We laugh in the face of the fun police

Our Commitment to Diversity

Here at the Modern Milkman, we’re made up of people from all walks of life - it’s what makes our team so amazing! We are committed to hiring great people from a wide variety of backgrounds and love that we are all different. If you share our values and our purpose, continue reading to find out more about our current employment opportunity.

What we’re proud of

Sure we’ve been selected as one of Northwest Business Insider's Most Exciting Companies, but as of July 30th, 2021, we’ve saved 17,330,832 plastic bottles. Now that’s something to celebrate!

What's the opportunity?

We’ve launched The Modern Milkman into France as Marché Moderne and as the face of our operation in France, the role of a Customer Service Executive is to be the first point of contact for all of our French customers, providing exceptional service through web chat, social media email and telephone contacts:

  • To provide the highest quality customer support to our active and potential French customers
  • Own and solve customer problems to increase customer satisfaction and retention.
  • To fully understand our USP, products and services and be able to promote these in the voice of TMM to customers
  • Share customer feedback with the operations team to highlight recurrent problems to improve the customer experience.
  • Handle customer enquiries via various channels such as email, chat, telephone and social networks.
  • Take ownership of your daily interactions with customers and go the extra mile to make them happy and satisfied about our service and retain them
  • Handle customer complaints and resolve them quickly and efficiently including non-received orders, late orders, incorrect orders or defective products, addresses issues, etc.
  • Effectively handle customers objections through building strong rapport and educating them on our brand and proposition to reduce cancellations
  • Update customer information in the database after each interaction when necessary
  • Work in close collaboration with the ops team based in France to have a real understanding of the on-site daily operations and the products teams in order to be up to date on offers, product knowledge, logistics and trends
  • Handle customer information and personal data in a confidential and secure manner
  • Achieve defined KPIS and goals

This is opportunity is remote working based within the UK

Requirements

You absolutely must have

  • Fluent English and Native French written and verbal communication skills
  • Out-going with a dynamic personality and a 'can do' attitude.
  • A ‘get up and go’ attitude and the desire to get stuck in and execute. You’re willing to do what it takes to satisfy and retain our new French customers and make Le Marché Moderne a success
  • Previous experience of using a Customer Support system including web chat and email
  • Comfortable using Microsoft Office including Word and Excel
  • Proven experience in resolving customer issues quickly and effectively in a KPI driven environment
  • Ability to build rapport with customers, understand objections and resolve these to reduce cancellations while providing an excellent customer experience.
  • Present an excellent image of the company at all times
  • Must be able to work a rotating shift system: Monday to Friday and some Saturdays (2 days off per week) as per follow:
  • 6:30am-3:30pm OR
  • 9:00am-6pm OR
  • 6:30am-12:30pm on worked Saturdays

Ideally you will have

  • Ideally previously worked in a rapid growth start-up or fast-paced environment
  • Have previous experience on customer acquisition or sales campaigns

Behaviours required for the role

  • Passionate about the environment, reducing plastic and food sustainability.
  • Highly organised and detail oriented with strong troubleshooting and problem solving skills. ️
  • A team player - willing to put in the hours with your peers to "get the job done" and continually communicate with them to coordinate your tasks
  • Excellent written and verbal communication with all levels of the business
  • Ability to report issues and take responsibility for mistakes, with a willingness to correct them and improve your skills

Benefits

The Modern Milkman is an amazing business to work in with a super exciting and executable vision. Our team members are rewarded well, not only from a salary perspective but also with:

  • Salary up to £24,000 dependent on experience
  • 4.5% matched pension contributions
  • 25 days leave plus bank holidays
  • A day off for your birthday!
  • Employee discount on TMM
  • Life insurance with Aviva +25% off gym membership
  • Cycle to Work Scheme
  • Employee Assistance Programme access
  • 2 in person company events per year