Customer Support Specialist (Chat, French and English)

About the role

A growing contact center is looking for motivated, customer-focused agents to join its team. You will handle customer queries by chat and email, providing accurate information and solutions while keeping a consistent, high-quality experience and resolving issues on time.

Key responsibilities

• Resolve customer queries, complaints and requests within defined service levels
• Provide accurate information and solutions during interactions
• Escalate unresolved issues to the right internal teams following process guidelines
• Document details and resolutions in CRM and ticketing systems
• Maintain compliance with quality, security and process standards
• Follow schedule adherence and productivity expectations, and meet individual and team targets
• Take part in process training and continuous improvement

Required profile

• 1-3 years of experience in contact center, BPO or customer service roles
• Fluent or near-native French and C-level English
• Strong communication, problem-solving and multitasking skills, with a customer-focused mindset

Required skills

• Familiarity with contact center metrics such as AHT, SL, FCR, quality scores, CSAT, schedule adherence and utilization
• Basic knowledge of CRM tools and computer systems