Summary

The French Customer Service Agent will be the primary point of contact for our French-speaking customers, providing exceptional support, information, and resolution for inquiries across multiple communication channels (phone, email, and chat). This role requires native-level fluency in French, strong problem-solving skills, and a commitment to delivering a world-class customer experience.

Key Responsibilities

Customer Interaction: Manage and respond promptly to all incoming customer queries, complaints, and suggestions via phone, email, and live chat, primarily in French.
Issue Resolution: Diagnose and effectively resolve customer issues and complaints with empathy, professionalism, and a solution-oriented approach, aiming for first-contact resolution.
Documentation: Accurately document all customer interactions, case details, issues, and solutions in the Customer Relationship Management (CRM) system.
Knowledge Application: Continuously develop and maintain an expert level of knowledge regarding company products, services, and policies.
Collaboration & Escalation: Collaborate with internal departments and escalate complex or recurring issues to the appropriate team (e.g., Technical Support, Management) when all frontline options are exhausted.
Quality & Compliance: Ensure all communications (both French and English) adhere to high standards of grammar, tone, and the company's brand voice and quality guidelines.
Operational Adherence: Maintain schedule adherence and meet department standards and goals for key performance indicators (KPIs) such as average handle time, customer satisfaction (CSAT), and quality scores.
Outbound Calls: Periodically make outbound calls to customers to follow up on a variety of issues or complete service-related tasks.

Qualifications

Language Fluency:
- French: Native or near-native fluency is mandatory (B2/C1 written and spoken).
- English: Professional working proficiency (B1/B2 level or higher) is required for internal communication, training, and documentation.
Experience: Previous experience (e.g., 6 months to 2 years) in a customer service, call center, or support role is a strong advantage. No particular experience required for an entry-level role.
Technical Skills: Confident computer skills and the ability to navigate multiple systems and internet applications simultaneously. Experience with CRM software (e.g., Zendesk, Salesforce) is a plus.
Soft Skills: Exceptional active listening, empathy, problem-solving, and time management skills.
Work Environment: Flexibility to work in shifts, including mornings, weekends, and holidays, as needed by a 24/7 or extended hours of operation (HOOP) environment.

Bilingual Customer Care Specialist French/English

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