Job Description:
Key Responsibilities…
• Bi-lingual – French. French and English needed. If the candidate also speaks Spanish in addition to French and English that would be a great asset.
• Complex Issue Resolution: Handle escalated customer inquiries and complaints, utilizing advanced troubleshooting skills to resolve issues effectively.
• Customer Support: Provide expert assistance and support for a wide range of products and services, ensuring customers receive accurate information and solutions.
• Training and Mentorship: Assist in training and mentoring new team members, sharing best practices and knowledge to enhance team performance.
• Process Improvement: Identify opportunities for process improvements and contribute to the development of standard operating procedures to enhance customer experience.
• Data Management: Maintain accurate and detailed records of customer interactions, issues, and resolutions in the CRM system.
• Cross-Department Collaboration: Collaborate with other departments, such as technical support and sales, to ensure comprehensive customer service and issue resolution.
• Performance Metrics: Monitor and report on key performance indicators (KPIs) for customer service effectiveness, providing insights for continuous improvement.
• Customer Feedback: Gather and analyze customer feedback to inform product and service enhancements, and advocate for customer needs within the organization.
Qualifications:
• Experience: Minimum of 3 years of experience in contact center, with a focus on handling complex inquiries and escalations.
• Education: High school diploma required; associate or bachelor’s degree preferred.
• Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Proficient in using CRM software and other relevant tools.
• Ability to work independently and as part of a team.
Attributes:
• Empathetic: Demonstrates understanding and compassion toward customer concerns.
• Adaptable: Open to change and able to adjust to new processes and technologies.
• Detail-Oriented: Ensures accuracy in all customer interactions and documentation.
• Goal-Oriented: Focused on achieving individual and team performance targets.
Work Environment:
• This position may require working in an office setting or remotely, depending on company policies. Flexibility in hours may be necessary to accommodate customer needs.
Compensation:
• Competitive salary and benefits package commensurate with experience.
Job Type: Full-time
Pay: $23.00 – $25.00 per hour
Benefits:
• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
Shift:
• 8 hour shift
• Day shift
Experience:
• Contact Center: 3 years (Required)
• Customer service: 3 years (Required)
Language:
• Spanish, English, and French (Preferred)
• French and English (Required)
Work Location: Remote
