To support the development of the brand, we are looking for enthusiastic, dynamic, and ambitious talents to join us!

Within the E-Commerce & Digital Department, The Frankie Shop is looking for a Customer Service Representative. Reporting to the Customer Service Manager, the Customer Service Representative will implement and develop personalised quality customer service for our E-commerce and retail distribution network. 

Job description 

• Handle customer multi-channel complaints (telephone, email, e-commerce, social networks, chat…).

• Maintain the brand’s reputation and customer experience at a very high level.

• Be able to communicate with customers in a professional way/brand tone of voice.

• Be able to understand customer needs and expectations, provide personalised service and resolve issues efficiently and satisfactorily.

• Effectively manage customer information, track cases and meet deadlines.

• Identify problems, propose appropriate solutions, and take action to resolve them.

• Adapt to different situations, deal with different types of clients, and face unexpected challenges.

• Assist our customers in dealing with returns, cancellations, address changes, stock-outs, refunds, etc.

• Participate with the entire team in reporting and process improvement. Be able to meet the customer service objectives set by the company while maintaining customer satisfaction.

• Enrich the knowledge base shared both within the company and on our website.

• Ability to collaborate with team members and other departments to provide consistent, high-quality customer service.

• Ability to meet customer service targets set by the company while maintaining customer satisfaction.

• Ability to collaborate with team members and other departments, particularly warehouse teams, on returns issues to provide consistent, high-quality customer service.

• Provide customers with information on products and services, including the courier service.

• Manage the daily courier schedule. 

• Manage the daily out-of-stock table.

This list is not exhaustive

• Native or fluent in EN, FR.

• You have a minimum of 2 years experience in an international environment as a Customer care advisor.

• Ability to remain calm and maintain a positive attitude in stressful or difficult situations.

• Responsiveness, listening skills, professionalism, good written and verbal communication skills.

• Strong customer orientation and ability to adapt to different customer responses and personalities.

• Knowledge of the fundamentals of e-commerce.

• Computer skills.

• Knowledge of Gorgias and Shopify is a plus.

• Good understanding of social networks and more specifically the management of issues related to orders.

• Knowledge of the Luxury field.

• Experience in retail is appreciated.

• A third language will be appreciated.

Terms and conditions of employment

Permanent contract, 39 hours/ week 

Workplace :

13, Rue des Petites Ecuries 75010 PARIS

Additional information

To join The Frankie Shop is to be continually inspired by international fashion, and to be part of the positive evolution of the brand where your entrepreneurial spirit will be supported while raising the standards of operational excellence shared by the entire Frankie Shop ecosystem.

The Frankie Shop encourages diversity in all its forms.