Bi-Lingual Customer Service Advisor, Boden
French Team
2+ days a week in office (Boden House, London)
British style clothing
Be an early applicant
British style clothing
501-1000 employees
Be an early applicant
2+ days a week in office (Boden House, London)
501-1000 employees
Company mission
To create clothes that bring colour to our customers' wardrobes and fun to their lives.
Role
Who you are
- The ideal candidate will have a strong understanding of customer service principles and practices, as well as excellent communication and problem-solving skills
- Previous experience in a customer service environment
- Fluent in speaking the French language
- Excellent French writing ability and communication skills
- Strong problem-solving and analytical skills
- Ability to work independently and as part of a team
- Ability to work in a fast-paced and deadline-driven environment
- Ability to work in a self-sufficient manner through using all available knowledge bases and process documentation
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
- Superb written and verbal communication skills
- Excellent people skills and can influence at all levels with a positive attitude
- Flexible in approach and strong on teamwork
- Ability to respond to feedback in a positive manner and take the necessary steps to work successfully on that feedback
What the job involves
- Shift- 8am – 4pm Monday to Friday
- First 4 weeks new starter training will be office based
- The Customer Service Advisor is responsible for providing excellent customer service to our customers by answering questions, resolving issues, and providing support.
- Be the ultimate Boden brand ambassador, bringing the brand values to life and translating this into an amazing experience
- Working withing our European customer service team, handling various duties to support resolving customers enquiries via email and webchat with the very highest standard of service
- To provide first contact resolution where possible, dealing with all issues effectively, consulting with a manager for direction, where necessary
- To ensure that customer complaints and queries are dealt with accurately and effectively by providing the customer with the correct information and ensuring that they are delighted with our service
- To ensure that daily tasks and responsibilities are completed, and that the manager is aware of any outstanding work to ensure its completion
- To achieve set productivity and quality targets at all times
- To take on other duties as required depending on the workload of the department and the needs of the business. To be aware that the needs of the departments will change
- To be a team player who displays the brand values and works with the rest of the team to achieve great results
- Answer customer inquiries via email, webchat and occasionally phone
- Resolve customer issues in a timely and efficient manner in line with company SLA’s
- Escalate complex issues to the appropriate team or department
- Provide product or service information to customers
- Process orders and payments
- Stay up to date on company products and services
- Comply with all company policies and procedures
Salary benchmarks
Our take
Initially set up as a mail order company in 1991, Boden has since become a major UK fashion brand specialising in quality clothing designed to stand the test of time. They have 2 million active customers worldwide, and have attracted high profile buyers including Kate Middleton, Michelle Obama, and Holly Willoughby.
Previously relying on catalogue sales, they were unable to achieve the real time responsiveness vital in today’s retail industry. As a result, in the past few years Boden’s heavily invested in modernising their IT systems and created a new way to capture data on their site. Having adapted to changing consumer behaviours, now 95% of their sales happen online, enabling them to compete with the growing number of eCommerce competitors like ME + EM and Mint Velvet.
This new digital approach has not been their only success in recent years. Traditionally, many UK retailers have failed to gain a foothold in the US. However, the company’s quintessential British branding has successfully set them apart, leading to Boden’s US sales already overtaking those in the UK and the business continues to grow faster there.
Moving forwards, Boden is overcoming a 2023 dip in sales triggered by an unneeded menswear revamp that lost sight of its core customer base. It is now reverting back to its classic formula and planning on further expansion in the US, determined to double sales in the next few years.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Flexible Hybrid Working
- Targeted Annual Bonus Scheme
- Generous Boden Clothing Allowance & 30% Discount on All Current Clothing Ranges
- Holiday Increase With Years of Service
- Portal With An Array of Discounts & Cashback Offers on Retail & Entertainment
- Group Personal Pension Scheme & Life Insurance Cover
- 24/7 Virtual GP Service For You & Your Household
- Free Onsite Parking, Teas & Coffee Stations & Subsidised Café With Free Toast For Breakfast
Company values
- Clothes that make you smile? We’re on it! We’re also friendly, kind and always ready with a hefty dollop of wit
- Stylish: We’re stylish, not slavish. Fashion isn’t a pretentious, po-faced affair. Not here anyway. With us, the feel-good factor is everything, and we have that in oodles.
- Grounded: We don’t take ourselves too seriously. We are grounded, genuine. Real, in fact. We’d never behave like a… (you know the kind of word we can’t use here)
- Uplifting: Put that all together and what do you get? Plain and simple, beautiful and uplifting… JOY.
Company HQ
London, UK
Articles
Leadership
Johnnie Boden
(Creative Director)Started Boden in 1991 from their kitchen table with an eight-piece menswear collection, and has since expanded the company to the titan it is today.
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