Job Title: French Support Specialist
We are seeking a talented and skilled French native or fluent individual to join our team as a French Support Specialist. This role will involve providing exceptional customer service to our clients, managing customer inquiries, and resolving issues in a professional and timely manner.
Key Responsibilities:
* Manage customer/seller/creator enquiries proficiently and professionally while meeting specific quality expectations.
* Identify root cause of reported issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
* Promptly escalate critical/ high-risk cases to the appropriate authority.
* Coordinate with other teams/departments to resolve customer issues, follow-up and make sure close-loop to all escalations.
* Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
* Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
* Engage sellers to develop long-term relationships and confidence in client's Ecommerce.
* Support ad-hoc projects and initiatives per business needs.
Requirements:
* Native or proficient level of French (C2)
* Intermediate level of English (at least B2)
* Ability to adapt to a challenging software system.
* Analytical and problem-solving skills with strong attention to detail
* Desire to learn and advance, be a curious investigator and problem solver
* Must hold EU citizenship or a valid work permit for Portugal
* Availability to work from our site in Sete Rios, Lisbon
* Availability to work from 9am to 9pm UTC+1 Mon to Sun
Benefits:
* Competitive wages
* Relocation package
* Paid professional training
* Employee discounts
* Private healthcare & dental insurance (after six months of employment)
* Growth opportunities through various development programs
* Fun and engaging company-wide initiatives, including our EverBetter wellness program
* Job stability
* Life-long skills and experience
* Excellent work culture