Combining high quality standards, a love of fine food, pleasure and a desire for innovation, FAUCHON is a French luxury food creation house that has been bringing together the good and the beautiful for over 130 years. Joining this exceptional world where expertise meets excellence means contributing to the global influence of a unique brand.
FAUCHON is looking for a:
Web Customer Service Advisor (M/F) on a permanent contract
Reporting to the Sales Administration Manager, you will be in charge of customer service, responding to all customer requests via the website's contact form or telephone switchboard, and managing them in their entirety, until the file is closed.
YOUR MISSIONS
1. Understand, analyze and respond to customer requests:
- Respond to telephone contacts, emails & website contact form
- Follow up on customer files, from initial handling to closing, for various information requests (on products, prices, delivery terms, payments, etc.), assistance with website use, complaints, etc.
- Formalize responses in writing or verbally (in French or English)
- Redirect requests, if necessary, to the relevant internal departments
2. Manage orders and provide after-sales service:
- Order tracking on the interface (Shopify)
- Organization of transport for courier deliveries
- Entry of occasional specific orders
- Management of stockouts / product replacements (in conjunction with the warehouse)
- Management of any customs documents
- After-sales service:
- Management of complaints, product returns, credit notes / refunds, etc.
- Management of disputes (carriers, returns, lost packages, NPAI)
- Payment reminders, accounting reconciliation
You may also be required to manage other orders from the Sales Administration department.
3. Build customer loyalty and increase customer satisfaction
- Report internal malfunctions
- Ensure that the warehouse complies with shipping deadlines
- Analysis & statistics of customer service activity
- Management of customer satisfaction using tools such as Trustpilot
YOUR PROFILE
- You have initial experience in customer service or after-sales service
- You are familiar with ERPs, software and e-commerce platforms (SAGE, Shopify, Easiware are a plus)
- You are proficient in written and spoken English
- You have a sense of service, and know how to be patient and able to analyze customer needs to provide the most appropriate response or solution
- Your interpersonal and writing skills allow you to ensure complete customer satisfaction in order to enhance the brand image
- You are autonomous, adaptable and proactive
- Your interpersonal skills allow you to maintain a healthy and constructive working environment
- An interest in gastronomy and luxury is a plus
Location: 75002 Paris
Partial remote work
Contract: Permanent contract, Full-time
Salary: €2,200 to €2,600 per month / depending on profile
Is this position for you? Apply here!
Your informations
FAUCHON's professional equality index is 86 out of 100 points.
The data collected when you apply is processed by the FAUCHON SAS human resources department to manage the recruitment process for its future employees. The legal basis for this processing is the execution of pre-contractual measures; its purposes are to manage the recruitment process, carry out mandatory formalities, and populate the administrative files of successful candidates. Your data is kept for a limited period not exceeding two years from our last contact.
You have the right to access your personal data. You also have the right to rectify and erase this data, as well as the right to object to its processing. You can exercise your rights by writing to us at dpo@fauchon.fr.
To learn more about your rights and how we process your data, please consult our Personal Data Protection page.
