Senior Customer Relations & Sales Ambassador ( French Market)

Job Description

1. Purpose:

Within guidelines set by Customer Relations (routine for all employees), assists the customer on all service-related queries and questions through various platforms such as phone, e-mail, web form as well as via the different social media channels. All in a personal, correct and timely way in order to create an effortless journey for our customer, guided and supported by the Team Lead and Mentor team. Acts as first line support for peers on case-related questions.

2. Business Impact  

The CR Senior Ambassador is the representative of Rituals and as such has a direct impact on brand image (social media handling) and customer satisfaction by protecting and promoting the brand through their decisions during customer interactions. The CR Senior Ambassador has specialised knowledge of services and systems and handles diverse questions and complaints.

3. Interaction  

• Reports to the Customer Relations Team Lead
• Operates with a clear sense of responsibility; avoids blaming others or making too many excuses.
• Acts as market policy expert for the Ambassadors of their market
• Signals potential escalations to CR Team Leads/Mentors
• Proactively acts on opportunities to drive customer engagement and revenue
• Signals possibilities for improvements to the CR Support Team
• Provides courier support for the different carriers / support to payment platforms on customer payment disputes
• Assists Rituals store staff with customer queries
• Keeps people informed about the status of assignments and communicates when they are completed
• Picks up sensitive cases under guidance of High Profile Case coordinator
• Updates the Asana issue dashboard for their respective market
• Handles giftcard issue requests received from agents

4. Creativity :

The CR Senior Ambassador can independently find or create a solution suitable for our customers, following the existent guidelines however not shy of suggesting out of the box ideas. Share this with own group of peers as well as Customer Relations management.

5. Result Area’s:

• Solves all questions and queries of our costumers self-sufficiently, within the set departmental targets and according to the existent guidelines and procedures
• Recognizes and signals potential escalations to CR Team Leads/Mentors
• Responds timely to customer requests; secures the support of others to resolve the issues
• Searches and provides the applicable information using the available systems and sources
• Supports Ambassadors on case-specific questions, both Salesforce- and content-related

Qualifications

6. Background:

The Senior Ambassador has previous experience as a CR Ambassador, with proven performance within the set targets. He/she has strong communication skills, is problem-solving, confident and connects easily with others. Professional attitude and able to adjust to and carry out departmental guidelines translated to individual situations and customers.

7. Education level:

General (HAVO) or professional (MBO/HBO) secondary education level of work and perception

8. Experience:

• Solid experience as a CR Ambassador
• Creative, curious, welcoming and flexible
• Enjoys acting as a bonding factor within their team
• Result-driven
• Ability to communicate clearly and concisely, always with the consumer at heart
• Ability to solve a wide variety of customer queries and challenges
• Strong skills in French and English, *or English and at least one other European language, both written and spoken

Additional Information

Please note that we will only consider applicants who are fluent in French both in speech and in writing.