French Customer Service Associate

Job Title

French Customer Service Associate

Was Accounting, Maths or Computer Literacy your favourite subjects in Matric? If you’ve ever solved a technical software issue, or precisely directed a lost friend to where you are then this French Customer Support Advisor role is perfect for you!

As a French Customer Support Advisor on a technologically innovative campaign, you’ll need to catch on quick and embrace IT software rather than being intimidated by it, but just being “tech savvy” won’t fit the bill for this role.

You’ll need to be an efficient and empathetic people’s person with the ability to hear what is not being said and be willing to go the extra mile to exceed customer’s expectations. We want quick thinking, problem-solvers and solution finders with resilience and a can-do attitude.

This technical support role is challenging and requires a team player with maturity and commitment. Our ideal candidate is able to keep cool and collected under pressure, does not need micro-managing and is able to take ownership or hold others accountable and give recognition where needed.

If you’re ready to take on the challenge then here’s your chance to make it count!

• Matric (Essesntial)
• Accountancy at Grade 12 level (Preferable but not essential)
• Minimum 6 months’ experience or knowledge in accounting, bookkeeping, financials, business intelligence, information technology, logistics, sales or customer relationship management
• At least 6 months’ experience in a customer-facing role with the ability to build collaborative relationships with a service orientated attitude using positive language
• Minimum 6 months’ experience in contact centre on international campaign (Essential)
• Experience in web chat or non-voice environment (Preferred)
• Digital, web chat, email exposure (Advantageous)
• Excellent command of English language - verbal and written
• Business writing skills (Essential)
• Strong listening, problem-solving and time management skills
• Advanced computer literacy, typing skills and ability to navigate multiple screens (Essential)
• Strong IT, PC navigational, problem-solving, administration and organisational skills
• Ability to understand, analyse and navigate through learned technical systems
• Ability to work late night shifts in a structured environment
• Clear credit and criminal records
• Availability work shifts between 3pm and 2am (Monday - Friday)

• Base salary of R16000
• Medical aid for main member/ medical insurance for employee and two dependents
• Pension Fund
• Subsidised transport
• Team building activities and upskill training opportunities
• Fantastic employee assistance programme (EAP)
• Benefits:
  World-class working environment, access to financial well-being sessions, will writing sessions, stress management sessions
• Interactive and inclusive company culture

• Providing exceptional customer experience by addressing queries using multiple channels such as voice, email, chat and social media
• Identifying the root cause of the customer’s software or system issues and using system analysis and testing techniques to solve low to moderately complex application or system issues
• Developing and maintaining current knowledge of the campaign or account, support processes and procedures
• Document each customer contact using our contact tracking systems in a clear, concise, and understandable format.
• Prioritising work and balancing importance from the customer perspective and operational efficiency
• Assisting customers in gaining the most value from their products and services
• Identifying additional opportunities for solutions to benefit the customer's business needs
• Using relevant software and tracking systems to record customer information, engagement or reported issues
• Escalating unresolved customer issues to appropriate resources or stakeholders
• Following through on commitments, communicating status of work, identifying and requesting assistance with barriers to progress
• Adhering to scheduled shifts, structured environments, procedures, metrics and departmental goals

Ready to bring your skills, experience and sense of urgency to a company that values your expertise. Discover why over…