Customer Support Agent fmd - Fluent in French amp English

WHAT TO KNOW BEFORE APPLYING

• You have to be fluent in French and English ;
• This position is based in SA Cape Town.

WHO WE ARE

Capago International has been the exclusive representative for the processing of Schengen visa applications on behalf of the French Ministryof Foreign Affairs in South Africa since 2010 in Kuwait since 2012 in Azerbaijan since 2017 in Bnin Togo Guinea Burkina Faso & Mali in 2018 and in Sierra Leone in 2021.

Founded in 2010 we are now 210 employees globally.

As part of our development we are looking to strengthen our Operations Department and are currently recruiting Customer Support Agents looking for new challenges within a dynamic and human focused company.

DESCRIPTION

As our Cape Town Contact Centre prepares to extend its support to cover operations in West Africa we have identified a strategic need to bolster our team. We are looking to hire Frenchspeaking Agents who will play a crucial role in managing overflow and providing backup support to our West African operations.

This initiative is designed to accomplish two primary objectives: firstly to enhance the level of customer service provided to our Frenchspeaking clientele ensuring they receive timely efficient and effective support. Secondly to maintain seamless operations during peak hours effectively handling any overflow of contacts and ensuring no customer query goes unanswered.

RESPONSABILITIES

The main responsibilities of the Customer Support Agent are as follows:

• Handling mainly inbound contacts addressing inquiries and guiding applicants through the visa application process ;
• Address and resolve inquiries related to visa requirements eligibility and application status ;
• Guide applicants through the visa application process explaining required documents fees and processing times.

SKILLS

The skills required for this position are:

• Fluent in French and English mandatory
• Meticulous attention to detail and accuracy in your work ;
• Ability to adapt to changing visa requirements and procedures ;
• Proficient computer skills and the ability to work with document management systems and databases ;
• Able to work effectively in a fastpaced environment ;
• Capable of handling challenging customer interactions with professionalism.
• Strong communication skills ;
• Empathy ;
• Organisation ;
• Autonomy.

DIPLOMA AND EXPERIENCE

• Matric in customer service related field ;
• Tertiary qualifications are an added advantage ;
• Previous customer service experience or in a call centre position.