Customer Service Representative with French

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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