French Speaking Customer Service/technical Support

3 weeks ago

London, United Kingdom Integris Full time

You will be a first point of contact for our French business and residential customers once they have signed up for our excellent services, you will support them through the installation phase and assist with in-life queries including 2nd line technicalsupport. You will be a true brand ambassador for the company seeking to deliver first call resolution every time, ensuring customer advocacy. Passionate about our products and services, you will exceed customer expectations making us the Satellite Broadbandsupplier of choice.

**Key Tasks and Responsibilities**
- Effective management of daily call demand - inbound and outbound
- Identify, assess, and resolve customer needs on a first call resolution basis
- Complete necessary troubleshooting steps to diagnose system/hardware faults and ensure the solution is articulated in a user-friendly way
- Testing and resolution of faulty equipment
- Liaising with Network Operation Centres to ensure prompt resolution of network related issues
- Supporting colleagues in the field with systems issues
- Provide technical support for complex special projects with high profile customers
- Deliver exceptional customer service and technical support
- Build and maintain quality relationships with customers through open and honest communication, building trust in our brand
- Encourage brand loyalty in our customers; Promote new products and services
- Provide a measured and results focussed approach to customer complaints, ensuring SLAs achieved for resolution time
- Manage your own caseload, utilising strong administration and prioritisation skills
- Continually seek to improve the customer experience by identifying service improvement opportunities
- Verify, amend and update customer records accurately
- Constantly seeking to ensure our customers stay with us, supporting where possible, escalating where needed to retain their business
- Achieve set KPI’s that will contribute to the overall business objectives
- Knowledge sharing with customers and colleagues to maximise self-help opportunities

**Competency**

Skills and Abilities:

- Native French Speaker or as good as with English as a second language
- Strong telephone contact handling skills and active listening
- Ability to present written information in a structured and balanced way appropriate to the need of the reader
- Good organisation/ planning ability
- Positive / Flexible attitude
- Proficient in all Microsoft Office Packages
- Able to follow direction and complete tasks independently
- Ability to maintain a high standard of work with strong attention to detail in a fast paced, busy contact centre
- Be a good team player within your department and the company

Knowledge and Experience:

- 1+ Years’ experience in contact centre or similar role
- Knowledge of Telecommunications industry desirable
- Knowledge of Microsoft Dynamic’s CRM desirable
- B2B & B2C experience preferable
- IT networking knowledge desirable - reasonable knowledge of Ethernet networks and TCP/IP]
- Experience of commonly used consumer networking hardware including routers

Other
- Monday-Friday 09:00am-17:00pm
- Weekend Rotation 1 in 3 weekends (Saturday only 10:00am-15:00pm)
- Flexibility required to meet changing needs of the business

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