Customer Experience Technical Support â French Speaking
Customer Experience Technical Support â French Speaking
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USD 18 - 19
1 Vacancy
Job Description
Position Overview
Under the direction of the Customer Experience Supervisor the Customer Experience Technical Support French Speaking Agent handles a high volume of customer contacts through phone and email. This role includes regular communication with our French-speaking customers and retail partners requiring fluency in both spoken and written French. Agents perform technical troubleshooting and a variety of customer technical support duties in accordance with company policies and procedures. This is a non-supervisory position.
Responsibilities
General:
Provide outstanding service to dealers consumers and service providers through our phone and ticketing systems
Answer all customer inquiries on the same day
Troubleshoot problems with consumers and resolve in the most cost-effective way possible using diagnostic procedures within department work practices
Maintain best practices to hit KPI targets around response times to customer solutions and quality communications
Maintain a positive approach to dealers and consumers
Process orders for parts shipment the same day
Promote a positive team atmosphere with co-workers
Provide complete and accurate information about the calls and steps taken to make the correct diagnosis per department work practices
Follow SOPs to ensure complete and accurate information on customer records when necessary.
Use the phone system and ticketing system as designed
Additional Responsibilities:
Arrive at work and be ready to clock into Paylocity at designated shift start time
Maintain a professional image by projecting a positive and professional demeanor to all internal and external contacts
Communicate important customer issues to relevant people or teams
Serve as a key Customer Experience team member and inspire peak performance
Assist as needed with projects or E-commerce initiatives
Assist with identifying key customer trends and communicating to appropriate stakeholders
Work closely with level II specialists for cross-training opportunities to build skill sets
Handles complaints and issues. Creates cases and/or assigns tickets to customers to ensure their care
Point person for outbound calling to customers when necessary
Conflict resolution proficiency
Other projects as assigned
Education:
Minimum high school diploma or equivalent required
Experience:
Demonstrated customer service experience required
Minimum of 1 year call center experience preferred
Other Requirements:
Fluency in the French language required
Working knowledge and experience with Microsoft Office suite or comparable software
Zendesk SAP and CRM experience preferred
Excellent written and verbal communication skills
Think critically to analyze and solve problems
Skills
Effective interpersonal verbal and written communication skills
Ability to communicate fluently in both spoken and written French
Cross-functional/departmental collaboration
Strong sense of initiative and a sense of urgency demonstrated by accomplishing tasks improving current work processes and assisting others when necessary
Effective Decision Making
Unwavering attention to detail and commitment to world-class quality
Demonstrates respect for others.
Versatility and agility
Willingness to learn
Operates with a high degree of personal accountability
Projects a positive and professional demeanor to all internal and external customers and business partners
Benefits:
We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:
Health & Dental Insurance
Company paid Life Insurance
401(k)
Paid Time Off benefits
Product discounts
Wellness programs
EOE/M/W/Vet/Disability
#ZR
Employment Type
Full Time
