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Customer Service Associate with French

Job Location: Bucharest

Regional Description: Romania

Job Number: 00426879


- Job description

The Customer Service Associate provides functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. They liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner and ensures proper documentation, notification, escalation, tracking and follow up of all incidents. 

General responsibilities:
  • Supports the day by day operations of the end user and agents for his application module skill;
  • Takes in charge critical complaints, provides medium support in using application functionalities, monitors of requests, follow up customer problems where necessary, especially for most critical problems;
  • Manages and maintains FAQs in collaboration with agents;
  • Provides support via chat, e-mail or phone (low volume of calls);
  • Helps agents in routing complaints to appropriate second level group
  • Inform coordinators of the existence of new problems and of unmatched or pervasive incidents;
  • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention;
  • Develops and maintains knowledge of customer and customer specific business environment;
  • Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements.
  • Advanced knowledge of French and English (B2 level);
  • Problem determination capabilities;
  • Advanced analysis and escalation capabilities;
  • Initiative;
  • Adaptability;
  • Team work;
  • Listening skills;
  • Problem solving;
  • Customer service orientation;

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