French Customer Support Specialist
Abrivia Recruitment
- Dublin
- Permanent
- Full-time
Location: Dublin City Centre (Hybrid Working Model, 1 day in the office & 4 days remote)
Hours of Work: Monday – Friday – Standard Hours
Salary: Attractive DOE + benefitsAbrivia Recruitment has an amazing opportunity for a French-speaking Customer Support Specialist. You will be joining a small team of customer support specialist for a global e-commerce company based right in the centre of Dublin City. For this role, you must be fluent in English and French, have a great can-do attitude, strong interpersonal skills and have diverse experience in customer service and order administration. Being business and customer-savvy is a must and you must also be willing to work in a busy fast paced customer centric environment. You must also be able to work with minimal supervision and manage tight deadlines efficiently.Position Overview:
Role: Reporting to the Customer Relations Manager, the Customer Support Specialist plays a pivotal role in facilitating operational efficiency within our client’s organization.Key responsibilities include:
- Dealing with escalated customer queries and managing them in an effective customer centric manner.
- Managing a lot of repeat customers and having an overview of all accounts and if any accounts need support.
- Managing orders on a daily & weekly basis and making sure that all updates are logged against the relevant accounts.
- Managing all correspondence with customers via email, phone and letter etc.
- Ensuring the quality of service delivery, encompassing both processes and communication.
- Collaborating closely with customers on any delivery issues and doing a deep dive investigation into any recurring issues.
- Ensuring all orders and accounts are up to date and if there are any outstanding payments to manage in adherence to established protocols and timelines.
- Managing all after sales processing and getting feedback from customers and managing this feedback.
- Coordinating customer account activities, including transfers between invoice and accounting operations, deferred checks, reimbursement requests, and payment research, or escalating requests as necessary.
- Managing quality control checks from a customer service perspective and putting together feedback for improving processes.
- Reporting mishandled customer cases to managers and service providers, rectifying errors, and providing explanations to ensure service quality and enhance provider skills.
- Initiating outbound calls for complex cases to ensure customer satisfaction.
- Participating in meetings with service providers.
- Fluency in French and English
- Experience working in a call centre in a customer centric role.
- Strong organizational skills and attention to detail.
- Ability to follow instructions and adapt to changing circumstances.
- Effective communication and interpersonal abilities.
- Proactive, problem solver and team player.