Customer Support Specialist

Téléconseiller

We are looking for motivated and customer-focused Customer Support Agents to join our growing Contact Center team. In this role, you will provide high-quality support to customers through voice interactions , ensuring a positive customer experience and timely resolution of inquiries.

🎯 Role Overview

To deliver high-quality customer support through voice interactions by handling inbound and outbound calls, resolving customer queries efficiently, and ensuring a consistent customer experience aligned with service and quality standards.

🧩 Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently

• Resolve customer queries, complaints, and requests within defined service levels

• Provide accurate information and solutions during customer interactions

• Escalate unresolved issues to relevant internal teams as per process guidelines

• Document call details and resolutions accurately in CRM / ticketing systems

• Maintain compliance with quality, security, and process standards

• Follow schedule adherence and productivity expectations

• Meet individual and team performance targets

• Participate in process training and continuous improvement activities

📊 Contact Center Metrics Knowledge

Familiarity with key contact center performance metrics such as:

• Average Handling Time (AHT)

• Service Level (SL)

• First Contact Resolution (FCR)

• Quality Scores

• Customer Satisfaction (CSAT)

• Schedule Adherence

• Productivity / Utilization

✅ Required Experience & Skills

• 1–3 years of experience in Contact Center / BPO or Customer Service roles

• Fluent or near-native French proficiency and B2 level English

• Experience supporting voice customer support

• Basic knowledge of CRM tools and computer systems

• Strong communication, problem-solving, and multitasking skills

• Strong customer-focused mindset

🌟 Key Competencies

• Client Centricity

• Execution Excellence

• Accountability & Ownership

• Compliance & Risk Awareness