Customer Service Agent

At Synrg360, we are dedicated to empowering businesses through our specialized services in customer support,  marketing, and strategic consulting. Our mission is to help you build strong, lasting relationships with your customers, drive your brand’s growth, and position your business for long-term success.
With a passion for excellence and a commitment to your success, Synrg360 stands out as a trusted partner in your business journey. Our holistic approach ensures that every aspect of your business, from customer interactions to marketing initiatives and strategic planning, is aligned with your vision and goals.
Let us help you unlock your full potential and achieve extraordinary success.

We are looking for a dedicated and personable Customer Service Agent to join our company, focusing on the French-speaking markets. The ideal candidate will have excellent communication skills, and a passion for delivering exceptional customer service. This role requires a proactive approach to resolving customer inquiries and ensuring a seamless experience. The Customer Service Agent will report to the Customer Team Lead.

Essential Job Functions

Customer Support:

• Provide timely and professional customer support via email, chat, and phone.
• Assist customers with account issues, payment processing, and other questions.

Issue Resolution:

• Handle and resolve customer complaints efficiently and effectively.
• Escalate complex issues to the appropriate department or manager when necessary.

Customer Engagement:

• Engage with customers to understand their needs and provide personalized service. Promote features and promotions to enhance the customer experience.

Documentation and Reporting:

• Maintain accurate records of customer interactions and transactions. Prepare regular reports on customer feedback, issues, and trends.

Collaboration:

• Work closely with its team lead, Head of Customer Experience and other departments to improve service quality.
• Participate in team meetings and training sessions to stay updated on company policies and products.

Market Understanding:

• Stay informed about the market trends and customer preferences.
• Provide insights and feedback to help tailor services and promotions

Key Performance Indicators (KPIs):

Customer Satisfaction Score (CSAT): Measure the satisfaction level of customers based on feedback and surveys.

First Contact Resolution (FCR): Track the percentage of issues resolved during the first contact with the customer.

Average Response Time: Monitor the time taken to respond to customer inquiries.

Average Resolution Time: Measure the time taken to resolve customer issues.

Customer Retention Rate: Track the percentage of returning customers.

Number of Tickets Handled: Measure the volume of customer inquiries handled within a specific period.

Quality Assurance Scores: Evaluate the quality of customer interactions based on internal assessments.

Education and Experience

Experience:

• Minimum of 2 years of experience in customer service.
• Experience in serving customers is highly desirable.

Education:

• High school diploma or equivalent. A degree in Business, Communication, or a related field is a plus.

Skills:

• Fluent in French (both written and spoken), English is a plus.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle multiple tasks and work under pressure. Proficient in using customer service software and tools.

Personal Attributes:

• Customer-focused with a passion for delivering high-quality service. Positive attitude and a team player.
• Adaptable and able to thrive in a fast-paced environment. Strong ethical standards and integrity.
• Must be willing and available to work on a 24/7 shift rotation system, including nights shifts, weekends and public holidays.

Compensation and Benefits

Competitive salary and performance-based bonuses.

Please send us your CV if you consider to be a good fit, relocation is not provided by the company.