French Speaking - Technical Customer Service Representative
Only fluent French speaking candidates will be considered.
Initial 6 month contract
Based in Dublin (Remote working available).
Does the opportunity to provide a first-class customer service experience to your customers excite you?
This is a fantastic opportunity to join a renowned, growing and profitable global software organisation and play a critical part of our exciting journey to the Cloud!
The Customer Service Representative serves as a primary point of contact for external and internal customers- based in EMEA and Globally, including end-users, and Partners and Distributors. The Customer Service Representative handles all inbound requests.
What you will be doing as a Customer Service Representative?
First point of contact to Distributors/Partners/Customers/Internal Sales who will call in/open e-service cases to report technical and non-technical issues and asset & account management requests
Assess the customer's technical issue and route the call accordingly, leveraging Critical Thinking
Work with Distributors/Sales departments to resolve the customer's non-technical issues
Achieve and adhere to established Service Level Agreements and Key Performance Indicators
Performance is primarily measured through Net Promoter surveys to customers, but also include measurements around production, availability, contributions to team, and contributions to product improvements
Document cases, recommendations, and resolutions clearly in the CRM system
Ensure the work performed meets the quality standards within acceptable time schedules
Validate and qualify complex customer issues and business impact which may require coordination with more senior level team members or departments
Contribute to the knowledgebase in the form of new or updated technical articles/documents focused on issue resolution or prevention
Engage in projects related to customers as well as internal process improvements
What we're looking for:
We are looking for a team player with good organizational skills & the ability to adapt to changing priorities with a calm, customer friendly approach
Fluency in English and French
Fluency in another language an advantage
Strong written and verbal communication skills
Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment
1-2 years customer service/support role within the service industry
Knowledge/experience of CRM (eg SAP/Salesforce)
Flexibility to work Weekends, Public Holidays and extended hours at Quarter-End
Must have good verbal and written communication skills
Bachelor's Degree or equivalent experience preferred
If you would like to apply for this positon or would like more information please send an up to date CV to arrange an immediate consultation.