Contact Center Operator (Bilingual)

Are you passionate about providing outstanding customer service whilst solving problems? Do you thrive in a fast-paced, dynamic environment where every interaction counts?

We are looking for a confident, friendly Contact Center Operator with excellent communication skills and a positive attitude to be a voice for our company and a trusted guide for our customers. Your work will directly impact our customer satisfaction and help shape the way we deliver exceptional service across the market.

Role Overview
As the Contact Center Operator, you will be responsible for delivering exceptional customer service by managing inbound calls from business-to-business clients. This includes processing repair orders, addressing inquiries and questions, resolving complaints, troubleshooting issues, and providing accurate information.

The role emphasises on maintaining the highest standards of service quality, ensuring that the Contact Center consistently delivers professional, efficient, and timely support to meet or exceed customer expectations.

A requirement of the role is that the role holder will be fluent in French in both a speaking and written level as a significant part of the role is interaction with our French customers.

How you will become part of the bigger picture…
As part of our team, you will:

• Handle customer enquiries and complaints within a timely and professional manner
• Provide information and troubleshooting problems
• Arrange collections with various courier systems
• Provide guidance to Panasonic customers and escalate more complex enquiries to the next level of support
• Adhere to given process related or quality guidelines and ensures adherence to given guidelines and processes for the work procedures assigned
• Use, update and maintain applicable case management systems
• Establish and maintain regular points of contact with Country or area Sales Managers.
  Discuss open topics such as general feedback with regards to Service. Obtain feedback and report from market
• Continuously grow and focus on personal development using the Panasonic Leadership Principles
  Panasonic Leadership Principles - Panasonic Holdings

What you will bring to the picture..

• Fluent in French language – verbal and written (essential)
• Vocational training and/or minimum 2 years working experience (desirable)
• Confident using case management or CRM systems (desirable)
• Excellent communication and problem-solving skills
• Strong attention to detail and ability to follow procedures
• Customer-focused with a professional and friendly approach
• Ability to multitask in a fast-paced environment
• Strong command of the English language
• Understanding how decisions affect customers and how their own behaviour impacts on the customer experience

What does our big picture look like?
Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding over a century ago, we’ve been committed to improving peoples’ lives and making the world a better place, one customer, one business, one innovative leap at a time.

We believe in strong collaboration and team spirit to develop Panasonic’s competitive edge even further. Panasonic is an energetic, creative and proactive organisation consistently aiming to exceed its customers’ expectations. In an ever-changing world, we continue our efforts to align with our Seven Principles to make life simpler, safer, healthier, more enjoyable, and more sustainable. ‘Live Your Best’.

Inclusion and Equality
In keeping with our principle of Fairness and Honesty, Panasonic’s ambition is to continue to become a more inclusive company, which attracts the best applicants who will be considered for employment regardless of difference and demonstrates our commitment to celebrate and promote diversity.

What we offer:
Terms and Benefits for candidates outside of the UK may differ from those described below:
Contract Type: Permanent
Hours: 38.75 hours, Full-time
Location: Cardiff, UK
Competitive salary
Annual Leave: 25 days holiday plus bank holidays (increases based on length of service)
Opportunities to travel as part of the job role
Hybrid Working
Flexible working scheme

Benefits
Contributory Pension Scheme
Life assurance 4x salary
Private Medical Scheme
Dental Scheme
Employee Assistance Programme
Other voluntary benefits such as dental insurance, partner life assurance
Staff discount on Panasonic products
2 Paid volunteer days
Training courses
Wellbeing Programme

Other information
Start Date – ASAP
We offer workplace adjustments for those who may require these.
Please note you must have the right to work in the relevant country, no form of sponsorship can be supported.