Customer Service and Technical Agent with French

October 9, 2024

București

Numer referencyjny: CS/BCH/TP

lokalizacja

Rumunia / Bucharest

kategoria

Customer Service Advisor SSC / BPO

Interact with users via email, phone, and chat
Represent as the point of contact with important and strategic users
Analyze and evaluate users’ specific account setups and previous interactions to recommend solutions to their questions that would best fit their needs
Meet and exceed personal targets in a fun and challenging team environment
Escalate complex user issues to internal teams and provide context to the reason for the escalation
Be able to deliver conclusions from data given to you (EX: suggesting training needs based on previous ticket volume)
Work to resolve user issues within first contact, escalating only as needed due to access restrictions, tool limitations, or technical complexity
Identify opportunities to improve the user experience with better tooling or product fixes

At least 2 years experience as Technical, Financial, Customer Service Support in multiple support channels (email, phone, chat)
Experience handling customers within a call center environment and maintaining the highest levels of customer satisfaction
Nice to have: Experience in supporting B2B Customer Service and Technical Troubleshooting support for Financial and payment gateway tools
Language Requirement: French - C1 or above
,English - B2
Excellent written and oral communication skills with the ability to formulate structured communications in a complex environment
Ability to adjust communication style depending on the level technical ability of the audience
Understands the level of service expected for Priority accounts
Able to adapt quickly to changes in workflows
Excellent listening skills l
Highly empathetic and thoughtful, with ability to understand customers’ business challenges and tailor a solution adapted to their needs
Enjoy talking about technical concepts
Willing to work on shifting schedules (8 Am to 5 Pm - Shift 1 ; 1 Pm to 10 Pm - Shift 2 - 5 working days from Monday till Sunday - Rotational)