Customer Excellence Representative with French
Customer Excellence Representative with French
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Key Accountabilities
- Through incoming customer emails and phone calls provide information about services take enter and process orders answer email regarding invoices status and obtain details of issues/complaints. Attempt to resolve customer enquiries through first contact resolution.
- First touch issue resolution owning and investigating customer generated issues across all our products in an endtoend process in our customers journey using critical thinking to identify solutions escalating to the relevant team or relevant Department where first touch resolution is not possible.
- Liaising with other Customer Excellence teams to support the resolution of customer queries in a timely and professional manner including but not limited to:
- Invoice related questions order related questions services customer data and inventory administration support for our online platforms:
- Service customer queries via Live Web Chat on Communities
- Provide support in solving Disputes and escalations that might impact the collection process
- Maintain a comprehensive product knowledge
- To promote a customer first approach to all activities carried out.
- To ensure a professional courteous and proactive flow of communication between the business and the clients it serves. This will include regular interaction with the customer and all business areas
- Supporting Customer Care department to create efficiencies through reduction in waste and helping to drive selfserve initiatives.
- Effective case management in adherence with agreed SLAs
Qualifications:
- English Language B2 skills
- French Language C1 skills
- Good written and oral communication skills
- Good interpersonal skills
- Flexible and customer first team player
- Computer literate Microsoft Office/G Suite
- Confident in multitasking
- Basic level of technological understanding
Employment Type
Full Time
