Retail Service Desk Agent (with French)

Moving forward is impossible without the initial drive to do things differently. Our business is all about the people we come across, whether it's in our everyday interactions or in our vision for the brand.

- Good command of French and English (B2);
- 0-3 years experience in customer support services;
- Bachelor's degree;
- Excellent communication skills, both verbal and written; ability to explain technical information clearly
- Ability to prioritize and multitask efficiently; attention to detail and organizational skills
- Collaborative team spirit & ability to work flexible working hours as needed on special occasions.

- Ensure customer satisfaction and provide solutions; Receive, log, categorize, prioritize, diagnose and resolve customer issues/requests via email, chat, phone or other defined communication channels (first-level support);
- Follow standard Service Desk operating procedures and accurately log all Service Desk tickets using the defined tracking software;
- Document resolutions/workarounds in the documentation database;
- Redirect issues/requests that the customer support team cannot resolve to the appropriate resolver groups;
- Follow-up with resolver groups to ensure resolution within service level agreements;
- Ensure accurate documentation of all requests, issues, workarounds, working instructions and documentation database;
- Conduct outbound calls on request by Central Retail Operations;
- Call necessary dealers and perform tasks according to the guidelines;
- Document, resolve and channel back to the requestor;
- Test new bugfixes, minor enhancements and full releases, according to guidelines;
- Document results of the testing and create, if necessary, follow-up tasks for developers.

Only eligible candidates will be contacted in a maximum of 3 weeks. All information will be treated as strictly confidential.