Salary: £25,214 per annum, paid monthly
Location: Home-based/remote (working only from the UK is permitted)
Opening Hours: Monday to Friday, 08:00 to 17:30 (shift-based)
Contract Duration: Permanent, full-time (37.5 hours per week)
Are you customer-obsessed and eager to take the next step to grow your career? Foundever® are looking for a Customer Service Representative to join our vibrant team for one of our clients providing contact lenses.
Overview
In this role, you will be responsible for communicating with healthcare professionals, patients, and customers across the European market in French, ensuring their queries are answered and any issues with their products are resolved. You will also be handling any issues and complaints about the products via different channels; emails and calls covering the whole EMEA Market.
The team you'll be part of receives inbound calls and emails whilst also having to make outbound calls or responding to emails when needing to follow up and gather any further information for queries or complaints raised, within the agreed timeframe.
Why work at Foundever®?
At Foundever®, you will find our contact centre jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Your working life is how you spend a large proportion of your time, so why not spend it realising your potential? We focus on you, and with your drive, look to create your best moments.
If you would like to have the opportunity to work with our varied and well-known brands, be a part of a brilliant and supportive culture that makes a positive impact in the communities where it operates, have a balanced work-life balance and competitive salary, we want to hear from YOU!
Primary Responsibilities:
- Respond to a wide variety of customer contacts by telephone and email (Tier 1 technical support for vision care products)
- Listen carefully to customers expressed needs & shows understanding of them
- Choose the best course of action based on the information available, including arrangements for replacement orders or credit refunds, and following up all customer queries where required
- Document complaints within the agreed timeframe as per agreed processes & procedures
- Work to achieve individual call handling, file documentation & wider team targets
- Escalate queries and complaints to technical and medical teams where appropriate
- Support the wider team, shares information & skills where appropriate
- Act as a good ambassador for both Foundever and our client
Your Profile and Experience
- Fluent in French and English (bonus if you also speak Spanish or Italian)
- Proven customer service experience in a fast-paced, customer-focused environment (call centre preferred)
- Fluent in English (written and spoken) plus any additional advertised language; skilled communicator with tact, diplomacy, and empathy
- Strong PC literacy, including Microsoft Outlook, SAP, and CRM systems
- Team-oriented, collaborative, and supportive of shared goals
- High integrity, personal responsibility, and commitment to quality outcomes
- Positive “can-do” attitude, adaptable to changing workloads, and willing to put in extra effort
- Strong prioritisation, decision-making, and problem-solving skills, recognising when to seek guidance
- Able to quickly absorb and respond to information, staying current with relevant professional or technical developments
Apply Now! We look forward to reviewing your application.
Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever® a truly inclusive place to work. We recognized and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.
If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. You can reach us at Recruitment.Kingston@foundever.com.
The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as it permitted by UK legislation and then destroyed.
