French Customer Support Advisor

Job Title: Technical Customer Support Advisor - French


Start Date: 18th November 2022
Expected Duration: until May 2023 with a possibility to extend or convert to permanent
Office Location: Oxford
Working Location: Remote working considered (you must be based in the UK and have a right to work)
Pay Rate: £13.00 per hour + Holiday pay
Working Hours: Typical hours of operation can be from 8am - 4:30pm but vary in departments.

Ability to work shift patterns, including some weekends is desired



What you'll do:


As a Customer Support Agent for a property rental business, you will undertake a variety of duties from troubleshooting technical Issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution.

Using all available knowledge tools and resources to achieve the defined KPIs you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process.

You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.



Key responsibilities



  • Handle English and Italian inbound/outbound calls/emails or chats according to company policy.

  • Identify and resolve customers' requests/questions or complaints using relevant knowledge base tools or other technical resources.

  • Ensure excellent troubleshooting documentation.

  • Communicate and consult with colleagues to share best practice.

  • Follow best practice incident management processes to ensure the KPIs are met.

  • Comply with/complete global support specific or ad-hoc tasks.

  • Escalate complex tickets to 2nd tier support and follow up for resolution.

  • Meet support KPIs (Initial response time, Quality scores, Client happiness rating).



Requirements



  • Fluency in French to a native standard (Written and spoken).

  • Fluency in written and spoken English

  • Proven experience in a Customer Service position where technical skills and troubleshooting was required.

  • “Problem Solving” character - Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.

  • Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.

  • A team player who is positive, friendly and has a can-do attitude towards staff and customers.

  • Receptive to constructive feedback and changes within the business.

  • Confident and competent in handling complaints, and mediation

  • Experience within the travel, tourism, leisure, and hospitality industries would be an advantage but is not essential if you have a passion for customer care.

  • Experience of working to customer satisfaction-based targets and operational metrics such as quality and handle time.


  • Start: 10/10/2023
  • Rate: Up to £13 per hour
  • Location: City of London, England
  • Type: Contract
  • Industry: Customer_services
  • Recruiter: ABL Recruitment
  • Contact: Aslam Ibrahim
  • Tel: 020 7092 3939
  • Fax: 020 7836 7615
  • Email: to view click here
  • Posted: 2022-11-18 09:21:20 -

  • View all Jobs from ABL Recruitment


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