Customer Service Representative for French-Speaking Clients
1 semana atrás
Job Description
">We are seeking a highly skilled and experienced Customer Service Representative to join our team in Lisbon, Portugal. As a key member of our support team, you will be responsible for delivering exceptional customer service to our French-speaking clients.
">About the Role
">The ideal candidate will have a strong background in customer service, excellent communication skills in French and English, and the ability to work in a fast-paced environment. You will be responsible for handling customer inquiries, resolving issues, and providing proactive follow-up on negative triggers to improve Net Easy Score (NES).
">Key Responsibilities
">- Respond to all Incidents and Requests within specified Service Level Agreements (SLA's) in 24X7 operations.">
- Handle Customer/Colt's partners calls in French and English language.">
- Manage emails from Internal and External customers in French and English language, within defined SLAs.">
- Regular communication with customers on the progress of their tickets.">
- End to end ownership of the resolution and communication for customer tickets by having strong interlock with support teams.">
- Capture quality information using relevant templates in the tickets to resolve customer Incidents.">
- Proactive follow up on negative triggers to improve Net Easy Score (NES).">
- Documentation, recording and updating Incident details in Siebel.">
- Allocation of unresolved Incidents to appropriate support groups and manage customer escalations.">
Requirements
">To be successful in this role, you will need:
">- Excellent communication skills (reading/writing/speaking) in French and English.">
- A proven track record of commercial and customer service experience.">
- Solid experience in managing customer relationships.">
- Ability to multi-task and prioritise workload.">
- Ability to adapt to continuously changing procedures and environment.">
- Team player with strong interpersonal skills.">
- Understanding of Microsoft Office products.">
- Working knowledge of Intranet and Internet applications beneficial.">
- Good knowledge of MS Office products (Excel, Word, Outlook).
- ">
- Advanced knowledge of ERP tools.">
- Good knowledge and understanding of Colt's existing products and services.">
What We Offer
">At Colt, we offer a competitive salary of €30,000 - €40,000 per annum, flexible working hours, and the option to work from home. We also provide an extensive induction program with experienced mentors and buddies, opportunities for further development and educational opportunities, and a global network of like-minded professionals.
">Diversity and Inclusion
">We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth. We strive to create an inclusive and supportive work environment that allows everyone to thrive.
">Benefits
">In addition to a competitive salary, we offer a range of benefits to support your physical and mental health, including flexible working hours, employee assistance programs, and internal inclusion and diversity employee networks.
">How to Apply
">If you are a motivated and experienced customer service professional looking for a new challenge, please submit your application. We look forward to hearing from you
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