Customer Service Specialist_French Speaker

Short company description

WNS Global Services is a recognized leader in business process outsourcing (BPO) with more than 17,000 skilled professionals. Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes.

Requirements

• Fluency in French and good command of English is a must;
• Understand customer requirements for support services;
• Analyze information and develop solutions to meet the customer’s business and technical requirements;
• Handle all incoming customer e-mails and telephone inquiries and requests in a timely and
professional manner;
• Participate in team huddles and required trainings;

Responsibilities

• You will be part of a team that handles inbound calls;
• You will be responsible for taking inbound calls and making hotel reservations or providing information to existing and potential customers. There is a strong focus on selling to potential guest (you need to convince the potential guests to make the booking). There is also minimal work involving translation of emails and voicemail messages;
• 95% of time is dedicated to speaking with customers, sometimes work with frustrated or upset customers, make sales, no permanent work station, work in one location all day, highly structured work, little control over the pace of work, strict adherence to work schedule, and close monitoring of performance;
• You will be working on shifts, weekends and holidays (on a rotation basis). Basically, this is a 365 days/ year process. Shifts can start any time during the day and are created based on call arrival patterns. Process working hours 9:00am - 9:00pm. You can swap shifts;
• If you are considered for a part time role then you must know that the first month of employment should be on a full time basis (as you will go through classroom and on-the-job training);
• Also, if you are considered for a part-time role then you should know that from time to time we ask team members to switch from part-time to full-time depending on the business needs. And you can accept or deny this opportunity when you are presented with it.