Customer Services Agent with French

We don't just make history we make the future. Ford put the world on wheels over a century ago, and our teams are re-inventing icons and creating groundbreaking connected and electric vehicles for the next century. We believe in serving our customers, our communities, and the world. If you do, too, come move the world and make the future with us.

- Fluency in spoken and written French language - Candidate should be able to hold seamless conversations in French over phone and chat with dealers, customers, third party collection agencies and other external parties.

- Working knowledge of English language - Candidate should be able to understand conversations in English as part of training modules and read emails/documents written in English. Basic fluency in language will suffice.

- Previous experience of 3-5 years in role of a customer service agent / supervisor with banking or non-banking financial firms is preferred.

1. Organization, definition of tasks and areas of responsibility of each, in collaboration with the Customer Supervisor:
- Analysis of progress of the cluster's missions.
- Inform the supervisor regularly and proactively.
- Ensure the proper functioning of activities and compliance with deadlines and commitments.
- Management of urgent/priority requests.

2. Processing of payments received:
- Analysis and codification of customer receipts.
- Analysis of Contract-end decision codes.
- Invoicing (creation, cancellation, subrogative discharge).
- Entry of the corresponding comments in the contact logs.
- Entry and control of Cash (Suspense and SharePoint Processing).
- Money Laundering Control (AML).

3. Administrative activities:
- Daily management of balance requests.
- Update of Customer files (financial and non-financial maintenance).
- Oral/written processing and codification of customer requests/complaints within 3 days via AMO, Net Agent and generic mailboxes.
- Data Protection related activities
- Processing of requests from Heads of Region or other services.
- Establishment of customer transfer certificates.
- Declaration of purchase to the dealer.
- Management of pledges and closing letters.
- Processing of accounting regularizations and maintaining SharePoint of transfers.
- Analysis of POS (Paid Out Suspect) and requests for regularizations.
- Establishment and follow-up of refunds of security deposits, rent and overpayments.
- Follow-up of the file of cheques issued with transmission to Ford Credit Global Business Centre.
- Processing of NPAI and registered mail.
- Systematic entry of comments corresponding to each activity in contact logs.
- Update of Procedural Desks.

4. Processing of telephone calls:
- Management of incoming and outgoing phone calls.
- Entry of comments in contact logs for any type of request.
- Follow-up and codification of customer requests and complaints.

Our benefits:

- Hybrid working model supporting work-life balance
- Increased vacation plan
- Christmas, Easter, Vacation and March bonus
- Bonuses for special family events
- Transportation allowance
- Car purchasing special programs
- Meal tickets
- Team events
- Bookster
- Fresh fruits in the office
- Discount to gym activities and restaurants
- Mental health care program
- Volunteering programs
- Friendly working space close to metro station