Job Summary:
We are seeking a highly motivated and customer-focused individual who is fluent in French and English to join our team as a Customer Service Representative. The successful candidate will serve as the first point of contact for French-speaking customers, handling inquiries, resolving issues, and ensuring an exceptional customer experience. This role requires strong communication skills, empathy, and the ability to troubleshoot issues in a fast-paced BPO environment.
Key Responsibilities:
Provide Excellent Customer Support: Address customer inquiries via phone, email, or chat in French and English, ensuring a high standard of service and professionalism.
Resolve Customer Issues: Listen attentively to customers, identify their needs, and provide solutions or escalate issues as needed.
Follow Company Protocols: Adhere to BPO processes and quality standards to ensure consistent customer satisfaction and efficiency.
Data Entry and Documentation: Accurately document customer interactions and update records in the CRM system.
Collaborate with Team Members: Work closely with colleagues and supervisors to improve processes and share customer feedback.
Meet Performance Targets: Achieve targets for customer satisfaction, response time, and issue resolution in alignment with BPO service standards.
Requirements:
Language Proficiency: Fluent in French and English (spoken and written).
Experience: Previous experience in customer service, preferably in a BPO environment, is a plus.
Technical Skills: Proficiency in using customer support software (e.g., CRM, ticketing systems).
Interpersonal Skills: Strong communication and active listening skills with the ability to show empathy and patience.
Problem-Solving: Able to handle and resolve customer complaints in a composed and effective manner.
Flexibility: Ability to work shifts, weekends, and holidays as required by the business.
Preferred Qualifications:
BPO Experience: Experience working in a fast-paced, target-driven BPO environment.
Multitasking Abilities: Skilled in handling multiple customer interactions simultaneously and managing workload efficiently.
Attention to Detail: Strong organizational skills with a keen eye for detail.