French Customer Service Agent | Lisbon, Portugal, Lisbon

  • Cross Boarder Talents
  • May 08, 2019
Full time Customer Service

Job Description

Job Description:

Cross Border Talents is recruiting 7 French Customer Service Agents to work at one of our Clients in Lisbon, Portugal.

Our Client offers an opportunity to build your career in a unique way, a way that creates an impact on you and your professional career. Their team has an open and entrepreneurial spirit, allowing to influence the way our Client operates today and builds the future of tomorrow.

Our Client's projects and opportunities are geared towards teamwork, performance, an attractive career and personal development.


Your Role as a Customer Support Agent:

  • Answering tickets (English and French) according to SLA, TRT and quality requirements
  • Following 'case-handling' protocol (will be defined for most of the known cases)
  • Using canned responses as well as free flow responses depending on the issue
  • Investigate issues using various tools: usage & users management tools, 3rd parties payment systems
  • Review, categorize and escalate Feedback (an option in the rider app for users to provide feedback)
  • Review and tag feedback cases based on content
  • Escalate to tickets
  • Evaluating when to escalate issues; escalate issues to tier #2 and to tier #3 directly
  • Ad hoc deep dives analysis on cases received

Job Requirements:

Your Profile as a Customer Support Agent:

  • BA/BS degree or equivalent practical & relevant experience of 3+ years in customer
    service profile
  • Previous customer service experience using similar platforms and channels
  • Responsible, qualified to handle sensitive user info
  • Proven ability in working in a metrics-driven environment inclusive of CSAT and case resolution times
  • Previous experience in troubleshooting & customer support
  • Previous experience working with Google products (good to have skill)
  • Experience in data center environment providing customer support, triaging & resolving
  • Ability/experience in handling technical/financial product support through all channels -
    Phone, Email, and Chat
  • Excellent business writing skills
  • Good typing speed (50 wpm & more)
  • Service oriented approach
  • Fluent in English & French
  • Excellent oral & written business communication skills
  • Proficient in Microsoft Office/Google Suite
  • EU Work Permit

Preferred Qualifications:

  • Ability to work in a multicultural environment, and as part of cross-functional teams.
  • Attention to details.
  • Strong analytical background and experience.
  • Ability to multitask and prioritize under pressure.
  • Ability to work in a dynamic and fast-paced environment.

Salary Benefits:

Cross Border Talents' Client Offer:

  • Pleasant and inspiring working atmosphere
  • Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
  • Professional development and clear career path
  • New office facilities in a convenient location in Lisbon
  • "Normal Work Schedule" - no shifts 
  • 1 Year contract