eCommerce Experience Specialist (French)

We are committed to establish a leading direct-to-consumer channel to educate and convert consumers into users and advocates in the most premium way. You are responsible for our online and pre-sales one-to-one customer experience, end-to-end from brand and product education, conversion, and post-purchase assistance up to delivery of the goods. You provide a premium experience to end-customers and businesses by responding to inbound phone, email and chat enquiries. You also participate in a range of Direct Sales activities in Europe.

 

Responsibilities

  • Respond to phone, email and chat enquiries within the defined Service Level Agreements during assigned shifts
  • Be the first point of contact for the outsource team for your region
  • Be the most knowledgeable employee in the area of our products, customer insight/experience, common questions, barriers to purchase and feature requests. Document these learnings in a way that can be analyzed and used to improve the business
  • Have a focus on customer conversion (Sales) and driving revenue
  • Participate in the implementation of new Direct Sales activities for the Team
  • Individually meet or exceed department KPI targets
    • Revenue, Conversion, Customer Satisfaction, Productivity, Accuracy
  • Provide frictionless experiences to ensure customers get the premium service they expect from us
  • Place orders for customers and convert them via the provided tools
  • Understand and navigate our systems
  • Expert at employing tools to troubleshoot and resolve post-purchase issues:
    • Payment issues, Transit inquiries, Returns, Retroactive credits, Missing deliveries, damaged on arrival, canceling orders, modifying orders, etc.
  • Interface with different departments and outsource partners:
    • Outsource Team, Dispatch Center, Logistics, Finance, Operations, Planning, Care, Go-To-Market, etc.


Waar ga je werken?

Early in its history, this American consumer electronics company made smart bets on the future of WiFi and music streaming. Since then, they have evolved in a sound experience company. This means that they prioritize sound, put the listener first and make it all sound amazing. They believe listening is essential to human progress, culture and happiness. There on a mission to inspire the world to listen better. Our office is located in Hilversum, Netherlands although all employees are currently working remotely.


Wat vragen wij?

  • Must love Music!
  • Fluent in spoken and written French and English. 3rd European language is a plus
  • Sales-minded individual with an attention to detail
  • Customer-service oriented with excellent communication skills
  • True team player
  • Experienced with networked devices, you love your gadgets and you are at ease with using and discussing the latest technology
  • Office tools (GSuite: mail, docs, slides, sheets, draw)
  • Experience with SalesForce Support Cloud (CRM) and/or Commerce Cloud is a plus
  • Light knowledge of order flow, logistics and ERP software (Great Plains, SAP)
  • Driven individual, you push the boundaries and think long-term

 

What we offer

  • A fulltime (40 hours) role possibly for at least 6 months
  • Salary based on experience between € 1929,- en € 2314,-
  • 8,33% holiday allowance and 25 vacationdays based on a fulltime contract
  • Work at one of the most innovative audio companies
  • Unlimited access to Adecco Academy for online training