Customer Service Representative - French Speaking

Job Description

Do LEGO sunflowers need direct sunlight? And does a LEGO© bonsai tree need any trimming? If you can keep cool when LEGO® mini figures are losing their heads, then why not join us?  

Come and help us “build” our newest site located in Tempe, Arizona! We’re looking for energized and insightful people to join the Consumer Engagement Center as French Speakers to serve our consumers world-wide!

Our Consumer Engagement Center handles over 3 million queries each year across 6 global contact centers from LEGO fans in over 22 different countries. From building tips and advice on the latest sets, to troubleshooting and hunting down rare parts, we cover a huge range of topics, which makes every day totally different!  

Until we permanently open our new LEGO office in Tempe in August of 2025 you will work remotely from your home location in the Phoenix area. Once the office is fully operational, you will have the flexibility to work from home for up to two days per week as part of our Best of Both hybrid model. However, to be eligible for this exciting role, you must be able to commute to our Tempe, AZ office at least three days per week.

About the role  

This role is for our new North American contact center based in Tempe; AZ. Successful candidates will be supplied with equipment for hybrid working. You will spend your first 6 weeks in classroom-based induction training to learn your new role. Once complete, as we’re building up our new office space, the role will be remote with occasional in-person engagement opportunities with your teammates in Tempe.

Where you’ll spend your time:

· Full-time employees work 5 days a week, Monday - Friday, based on volume. This will go into effect once you have completed the 6-week training program and are ready to work independently.

· Successful candidates must commit to occasional in-person engagement as required. You’ll continue to work remotely until our brand-new office space opens in August of 2025.

· When we open our brand-new office in August 2025, you will start working from the office with the option to work from home for a maximum of 2 days a week.

Core Responsibilities  

· Respond in a lively, reliable, knowledgeable, and engaging way to inbound consumer contacts your entire shift through phone calls, email, and live chat.  

· Read, write, and speak in French at Professional (fluent) working proficiency.

· Engage in both verbal and written communication.  

· Use technology while helping consumers. Salesforce, the internet, digital knowledge bases, troubleshooting guides, etc. are the tools used on every contact.  

· Provide excellent service to each consumer when there is a high volume of contacts.  

· Agree to the planned schedule; as all breaks, shift start times, and shift end times are scheduled around consumer demand. 

· Represent the LEGO Group brand through our outstanding tone of voice.  

· Agree to our confidentiality agreement.

· Meet performance expectations with post-contact survey results and your daily efficiency.  

· Work on Black Friday and Cyber Monday to help our most dedicated fans. You will also be scheduled to work on key company holidays to support high volumes during our peak season.  

Our Customer Service Representatives provide premium customer service on all engagement channels, such as phone calls, emails and live chat. Every day is different!

We answer questions about up-and-coming product launches, place an order for one of our biggest fans, or troubleshoot one of our digital products, such as LEGO Boost or the LEGO Life app. We are looking for upbeat, energetic and hard working to join us in giving our fans the best consumer experience.  

Do you have what it takes?  

· Being happy to work in a dynamic, fast paced, one team environment.  

· Experience in giving premium customer service and/or inbound sales - preferably in a retail environment.  

· Confidence to make your own judgements about what is right for your consumer.  

· Attention to detail and ability to multi-task and to prioritize.  

· Be comfortable with virtual assessments, have access to a secure Wi-fi network and have a private space to work remotely. 

Here are just some of the generous benefits of working here:  

· Salary position $45,000 base with overtime eligible.

· A paid 6-week training program to set you up to deliver a premium service to consumers.  

· Consistent performance support from your Team Leader.  

· An opportunity to shop with our generous employee discount.  

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. They have an open, positive view of the world that motivates us to cont