Customer Experience Technical Support – French Speaking

Description

Position Overview

Under the direction of the Customer Experience Supervisor, the Customer Experience Technical Support – French Speaking Agent handles a high volume of customer contacts through phone and email. This role includes regular communication with our French-speaking customers and retail partners, requiring fluency in both spoken and written French. Agents perform technical troubleshooting and a variety of customer technical support duties in accordance with company policies and procedures. This is a non-supervisory position.

Responsibilities

General:

• Provide outstanding service to dealers, consumers, and service providers through our phone and ticketing systems

• Answer all customer inquiries on the same day

• Troubleshoot problems with consumers and resolve in the most cost-effective way possible – using diagnostic procedures within department work practices

• Maintain best practices to hit KPI targets around response times to customer solutions and quality communications

• Maintain a positive approach to dealers and consumers

• Process orders for parts shipment the same day

• Promote a positive team atmosphere with co-workers

• Provide complete and accurate information about the calls and steps taken to make the correct diagnosis per department work practices

• Follow SOPs to ensure complete and accurate information on customer records when necessary.

• Use the phone system and ticketing system as designed

Additional Responsibilities:

• Arrive at work and be ready to clock into Paylocity at designated shift start time

• Maintain a professional image by projecting a positive and professional demeanor to all internal and external contacts

• Communicate important customer issues to relevant people or teams

• Serve as a key Customer Experience team member and inspire peak performance

• Assist, as needed, with projects or E-commerce initiatives

• Assist with identifying key customer trends and communicating to appropriate stakeholders

• Work closely with level II specialists for cross-training opportunities to build skill sets

• Handles complaints and issues. Creates cases and/or assigns tickets to customers to ensure their care

• Point person for outbound calling to customers when necessary

• Conflict resolution proficiency

Other projects as assigned

Requirements

Education:

• Minimum high school diploma or equivalent required

Experience:

• Demonstrated customer service experience required

• Minimum of 1 year call center experience preferred

Other Requirements:

• Fluency in the French language required

• Working knowledge and experience with Microsoft Office suite or comparable software

• Zendesk, SAP, and CRM experience preferred

• Excellent written and verbal communication skills

• Think critically to analyze and solve problems

Skills

• Effective interpersonal, verbal, and written communication skills

• Ability to communicate fluently in both spoken and written French

• Cross-functional/departmental collaboration

• Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks, improving current work processes, and assisting others when necessary

• Effective Decision Making

• Unwavering attention to detail and commitment to world-class quality

• Demonstrates respect for others.

• Versatility and agility

• Willingness to learn

• Operates with a high degree of personal accountability

• Projects a positive and professional demeanor to all internal and external customers and business partners

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

• Health & Dental Insurance

• Company paid Life Insurance

• 401(k)

• Paid Time Off benefits

• Product discounts

• Wellness programs

EOE/M/W/Vet/Disability

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