We are looking for a French Speaking Customer Service Agent based in London to join our client.
About The Client:
We are a global company providing payment services to our partners, merchant app stores, and their end-user customers. Our Customer Support team plays a vital role in ensuring seamless operations and outstanding end-user customer experiences. As a Customer Support Agent, you will be part of our dedicated Customer Support team, assisting end-user customers in resolving inquiries and delivering exceptional support.
Role Summary:
As a Customer Support Agent, you will contribute to our best-in-class payment services by providing prompt and accurate support to end-user customers. Working alongside a team of other Customer Support Agents, you will deliver excellent customer service, exceeding expectations, and meeting service-level agreements. With a focus on technical and analytical skills, you will ensure timely and effective resolution of requests.
Responsibilities:
Assist end-user customers through various communication channels, including email, chat,
phone and service management platforms.
Promptly acknowledge and resolve customer requests according to priority set and within defined service level agreements.
Follow standard operating procedures, utilizing knowledge base articles and internal documentation to resolve requests.
Support end-user customers with transaction issues, technical problems and handling both online and offline refund processing.
Provide professional, courteous, and efficient service, exceeding customer expectations.
Escalate advanced or ad-hoc requests to your manager
Able to work independently and efficiently without close supervision
Contributes to the maintenance of accurate knowledge bases and standard operating procedures, integrating insights from support case resolutions to enhance overall knowledge.
Utilize analysis and information retrieval tools to gather, analyze, troubleshoot, and resolve customer requests.
Develop and maintain a comprehensive understanding of our products, services, programs, and customer requirements.
Qualifications:
Minimum of 2 years' experience in customer-facing support roles, such as customer support, customer success, help desk, or technical support.
Familiarity with service management tools like Zendesk, Jira Service Management, or Service Now.
Working knowledge of websites, web applications, and mobile applications, including APIs is a plus
Excellent critical thinking and analytical skills, enabling effective problem-solving and decision- making.
Strong verbal and written communication skills in English, with a customer-centric approach.
Ability to thrive under pressure while maintaining professionalism.
Excellent multitasking abilities and the capacity to make real-time decisions in a fast-paced, high-volume environment.
Self-motivation, initiative, and accountability in handling responsibilities and tasks.
Effective collaboration skills, both in individual and team-oriented settings, with active participation.
The ideal candidate for this role has a minimum of 2 years' experience in customer or client facing support roles, preferably within the financial services or technology industry. They are analytically inclined and possess a strong record of accomplishment of supporting technical and product operations in a customer/client-based environment. With demonstrated proficiency in customer support functions and beginner-level or higher experience in technical support, they excel in providing exceptional service and resolving issues efficiently.