Customer Voice Associate (French/English)

Location US-NC-Morrisville

Overview

At Lulu, our passion is success — success for creators, success for us. You’ll notice who comes first. We’re committed to empowering creators of all kinds, from proud grandmas to aspiring bestsellers, with the tools and services they need to share knowledge and inspiration with the world. We work tirelessly on their behalf, because when they succeed, so do we.

 

That’s not to say we’re all work and no play. Lulu is an open workplace with fun, energetic people united for a common purpose. In fact, we don’t even refer to each other as employees. We’re team members. Or Lulus. We foster a culture that encourages individual personality to shine through and attracts top talent.

 

We’re currently recruiting for the position of Customer Voice Associate, Bilingual French/English, a role where you respond to customer queries.

 

Responsibilities

  • Provide email, phone and live chat support to Lulu.com English-speaking customers and provide email support to Lulu.com French-speaking customers, while adhering to the established practices surrounding ticket handling and workflows
  • Work will be equally split in the French and English language queues; Expected volume:
    • 50+ calls per week (English-speaking customers)
    • 75+ chats per week (English-speaking customers)
    • 70+ tickets per week (English- and French-speaking customers)
  • Translate French tickets into English and provide detailed notes to peers and/or manager when escalation of a customer ticket is necessary
  • Proof translations and provide minor translation services in French
  • Build rapport within company to leverage various individuals and departments as resources for ticket resolution
  • Provide detailed notes to peers and/or manager when escalation of a customer ticket or call is necessary
  • Identify and report bugs to QA team as necessary
  • Identify and contribute to process improvement initiatives
  • Overtime work for this position may be required

Qualifications

  • Fluent in French and English (written and oral – native language level required for both languages)
  • At least 1 year of customer support experience with an understanding of software and technology
  • Strong written and verbal communication skills
  • Customer empathy, negotiation skills, ability to see customer point of view while respecting Lulu’s interests
  • Familiarity with: MS Office Suite, specifically MS Excel
  • Advanced computer skills; Windows or Mac
  • Ability to multi-task and handle multiple customer situations simultaneously
  • Self-motivated, attentive to detail
  • Must handle pressure and deadlines gracefully
  • Must be flexible and adaptable to rapid, frequent change
  • Independent decision making, sometimes with limited information
  • Ability to mentor and teach others
  • Bachelor’s Degree

 

  • Bonus points:
    • Online customer service experience
    • Familiarity with Lulu
    • Knowledge of the Adobe Creative Suite, especially Adobe Acrobat
    • Experience with document creation, publishing anything, newsletters, websites, blogs, print materials
    • Experience working with CRM systems such as Salesforce
    • Familiarity with printing/publishing and graphic design

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