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 French Customer Service Agent

Empresa: Cross Border Talents
Tipo: Tempo Inteiro
Data: 15-10-2018
Zona mais emprego Lisboa
Categoria mais emprego Call Center / Help Desk
Referencia # 5401891

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Cross Border Talents is recruiting 7 French Customer Service Agents to work at one of our Clients in Lisbon, Portugal.

Our Client offers an opportunity to build your career in a unique way, a way that creates an impact on you and your professional career. Their team has an open and entrepreneurial spirit, allowing to influence the way our Client operates today and builds the future of tomorrow.

Our Client's projects and opportunities are geared towards teamwork, performance, an attractive career and personal development.



Your Role as a Customer Support Agent:
Answering tickets (English and French) according to SLA, TRT and quality requirements
Following 'case-handling' protocol (will be defined for most of the known cases)
Using canned responses as well as free flow responses depending on the issue
Investigate issues using various tools: usage & users management tools, 3rd parties payment systems
Review, categorize and escalate Feedback (an option in the rider app for users to provide feedback)
Review and tag feedback cases based on content
Escalate to tickets
Evaluating when to escalate issues; escalate issues to tier #2 and to tier #3 directly
Ad hoc deep dives analysis on cases received
Your Profile as a Customer Support Agent:
BA/BS degree or equivalent practical & relevant experience of 3+ years in customer
service profile
Previous customer service experience using similar platforms and channels
Responsible, qualified to handle sensitive user info
Proven ability in working in a metrics-driven environment inclusive of CSAT and case resolution times
Previous experience in troubleshooting & customer support
Previous experience working with Google products (good to have skill)
Experience in data center environment providing customer support, triaging & resolving
issues
Ability/experience in handling technical/financial product support through all channels -
Phone, Email, and Chat
Excellent business writing skills
Good typing speed (50 wpm & more)
Service oriented approach
Fluent in English & French
Excellent oral & written business communication skills
Proficient in Microsoft Office/Google Suite
EU Work Permit
Preferred Qualifications:

Ability to work in a multicultural environment, and as part of cross-functional teams.
Attention to details.
Strong analytical background and experience.
Ability to multitask and prioritize under pressure.
Ability to work in a dynamic and fast-paced environment.
Cross Border Talents' Client Offer:
Pleasant and inspiring working atmosphere
Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
Professional development and clear career path
New office facilities in a convenient location in Lisbon

Look forward to hear from you and you can forward me your CV by email to



  






  
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