Customer Service Representative (French)

Account Management Client Services Customer Relationship Management @Grayson Talent

Job Description

Key Responsibilities

  • Providing excellent customer service via incoming and outgoing calls, mostly telesales.
  • Entering all customer service inquiries – entries must be entered clearly, completely, and closed out appropriately.
  • Responding to all incoming customer service inquiries with the aim of a First Contact Resolution.
  • Addressing tickets assigned in the system within the service level agreement (SLA).
  • Effectively manage a high ticket or call volume.
  • Partner with internal teams to resolve inquiries as needed.
  • Utilizing support documents to assist customer inquiries.
  • Working effectively with other departments to troubleshoot or solve problems/issues.
  • Working within databases and other programs/applications that apply to Customer Service.
  • Maintaining accurate knowledge of programs and services offered by the company.
  • Ability to navigate multiple programs.
  • Maintaining and following all company policies and procedures.
  • Take ownership of customer issues reported and see problems through to resolution.
  • Follow Standard Operating Procedures for proper escalation of unresolved issues and problems to the appropriate internal teams and drive to completion.

Requirements

  • Minimum HSC or equivalent.
  • 2-3 years experience in a customer facing role, ideally telesales.
  • Qualified candidates will have excellent verbal communication skills.
  • Candidates must be fluent in French.
  • Flexibility and adaptability in a fast-paced environment.
  • Excellent communicator demonstrating a high level of listening skills and empathy.
  • Exceptionally resilient, analytical, organized, and self-motivated.
  • Strong organizational skills, and the ability to work effectively with all levels of executives, management and staff is essential.
  • Dependability in attendance and performance is critical in this role.
  • Flexible: Able to work under pressure and quickly adapt to change. Working Hours: Monday to Friday: 11:00 – 21:00 / 12.00 – 22.00 (One Saturday per month (11:00 – 16:00 / 12.00 – 17.00).

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