Customer Service Representative with French

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Employer: I.FUTURE
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 23.11.2020

    This job is for our client, a global organization with centers on 3 continents and in 7 countries. The company serves a large portfolio of clients, in various areas such as gaming, high tech, travel, retail, finance, and other key industries.

    Perfect Candidate

    • Excellent language skills: English (B2) and French (C1)
    • College Graduate or Bachelor’s Degree
    • At least 6 months Contact Center experience — back-office support, inbound/outbound voice or non-voice account, chat support, email support
    • Easily takes direction; Emotionally resilient; Trustworthy; Welcoming; Optimistic; Embodies and Demonstrates the Values of Friendship, Fun, and Freedom
    • Embody the culture and values of both the company and the client
    • Good communication skills both orally and written;
    • Gracious attitude in client service and efficiency in solving the problems;
    • Ability to adapt to change and attention to detail;
    • Motivation to work with people, and especially in customer relations;
    • Nice to have: Good grasp of North American (the US and Canada) culture, language, and context

    Responsibilities

    • Take phone calls in EN and FR, create tickets for escalations if needed
    • Offer services tailored to customer needs at the highest standard of performance;
    • Assist in the maintenance of customer accounts
    • Coordinate and communicate with relevant departments by utilizing phone & specific communication programs
    • Solve incidents mentioned by the Client to the extent that solutions are included in the project-specific database; in case there is no solution mentioned, provide accurate information to the customers, escalate the issue to a higher-level representative, who will provide the solution. The specialist retains the duty to transmit a solution to the customer and ideally always remains the only connection between the user/customer and the client company;
    • Retrieving calls from customers that represent different products or services;
    • Insert all incidents into client-maintained databases, consistent with the project’s specifications;
    • Understand and comply with the specific operational procedures and manuals of the department;
    • Participates in any test to assess the specific knowledge required to successfully perform the function held;
    • Participates actively in internal collective meetings;
    • Actively participates in the improvement and efficiency of the procedures in force as well as the other rules, instructions related to the project;
    • Responsible to make suggestions on areas of improvement regarding procedures and tools used, including but not limited to the training process, etc.
    • Adapts to changes in the case of instruments used and to the new instructions and operational changes;
    • Performs all assigned tasks according to the procedures in force and the designated time limits;
    • Performs all tasks assigned/designated by hierarchical superiors in accordance with the law and its professional training and within the designated deadlines;
    • At the request of the direct superior, it may temporarily fulfill its attributions to both hierarchical and lateral hierarchical functions, depending on the needs of the project;
    • Draws up daily activity reports and reports to the collective coordinator of the team
    • Respect task prioritization as instructed by hierarchical superiors and / or related departments

    Company Benefits

    • Attractive Salary
    • Meal Tickets
    • Private Medical Subscription
    • Bookster and 7card
    • Transport for night shifts
    • Bonus for projects
    • Rewards & bonuses according to performance and involvement
    • A variety of training programs (job related and soft skills training)
    • Generous referral bonuses for recommending friends
    • International career opportunities and a great team


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