French - Customer Service Representative (GLOBAL MULTINATIONAL FIRM)

Job Description

• Provide helpful and creative solutions to problems with a moderate nature to maximize product or system availability
• Take ownership of service request by ensuring the customer’s satisfaction and timely solution for the problem
• Follow escalation paths and escalate internally and externally when required
• Improve and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches
• Assist in the resolution of user and support to ensure timely distribution of knowledge and customer satisfaction.
• Updates work orders and provides status information
• Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards
• Use tools to Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer;
• Ensure thorough documentation of customer profile, problem description and all subsequent activity
• Write knowledge articles based on lessons learned in resolving customer issues
• Participate in team meetings, activities, objective setting, performance management, reward and recognition programs
• Participate in special projects as assigned to continuously improve processes, tools, systems and organization
• Coordinate project start up activities
• Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution
• Support less experienced colleagues on the help desk through joint working, monitoring, direct feedback and knowledge sharing according to provided timelines
• Making use of on-hand tools and observations

Job Requirements

• Fluent in French Very Good
• Bachelor Degree
• 0-2 years of related experience
• Basic knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards)
• Excellent listening and communication skills at all levels
• Strong customer service skills
• Able to work in a dynamic team environment
• Advanced problem solving skills
• Able to work in rotational shifts (AM and PM) different time zone