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French Speaking Customer Support Representative

French Speaking Customer Support Representative

Job ID 
2017-57177
City 
Cluj-Napoca
Country 
RO
Posted Date 
10/13/2017
Category 
Customer Service

More information about this job

Overview

 

IDEAL CANDIDATE:

  • Deal with all incoming calls and e-mails as required/requested within an agreed Service Level.
  • Maintain and update customer and internal information.
  • Enter and retrieve information into local logging system.
  • Respond to all customers enquires within given timescales, efficiently and effectively.
  • Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for all consumer electronics as specified by our client.
  • Test products and solutions in response to Front Line escalations.
  • Research, resolve, and respond to questions received in accordance with set policies and procedures.
  • Can easily apply a set of policies and procedures but knows when it is relevant to question, seek advice, adapt understanding and if necessary, escalate the issue.
  • Negotiate with customers and provide tailored solutions and guidance.
  • Research and supply information in order to propose solutions for customers.
  • Escalate new items to the client for inclusion in the client Knowledge Base (KB).
  • Suggest and Manage KB as per detailed procedure, with answers provided or validated by the client.
  • Recognise when a problem or query should be transferred to another department or a more senior member of staff
  • Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth.
  • Ensure the effective communication of the client’s business strategy and corporate identity to customers. 
  • Ensure client satisfaction on knowledge base quality and accuracy.


JOB RESPONSIBILITIES / BENEFITS: 

  • Proficient in French
  • Call centre experience is a plus
  • Previous experience in handling difficult and angry customers and has the necessary verbal skills to qualify matters, clarify issues and diffuse potential high level complaints and sensitive situations.
  • An aptitude and an enthusiasm about consumer electronics and knowledge of computers in terms of software installation and interaction with consumer products are essential
  • Familiar with Windows packages and games, confidently being able to use Microsoft Office packages and their features.
  • Ability to navigate multiple systems to identify answers and relay information to customers and colleagues.
  • A proven track record in excellent communication – is clear,concise, logical and positive. Is amiable confident and competent. Engages the customers and gains their confidence, conversing naturally and sincerely with empathy but without appearing scripted or contrived.
  • Ability to demonstrate excellent problem solving skills
  • Grammar, punctuation, spelling and paragraph-style are a natural skill as is an individual, professional style and confidence to write responses within the client defined framework.
  • Have the ability to provide consistent, positive customer service
  • Identifies customer needs, manages expectations, and defines appropriate next steps
  • Ability to work on owns initiative and under pressure in order to achieve Service levels