French Customer Service Agent

Job Summary:

We are looking for a bilingual (French & English) Customer Service Representative who is empathetic, solutions-focused, and a strong communicator. In this role, you will manage, resolve, or escalate a variety of customer queries and complaints in a professional and customer-centric manner. You will liaise with internal and external stakeholders, ensuring timely resolution and maintaining a high level of customer satisfaction.

Key Responsibilities:Customer Query & Complaint Handling

• Handle a variety of customer queries and complaints via phone, email, and other channels.
• Accurately interpret issues, obtain feedback, and provide information aligned with Standard Operating Procedures (SOPs).
• Resolve or escalate complex queries to management for further attention.
• Objectively assess and analyse all complaints and determine appropriate resolutions.
• Maintain a high level of professionalism to ensure a positive customer experience at all times.
• Complete all administrative duties related to customer queries and implement corrective actions when needed.

Telephonic Testing

• Plan, execute, and report on telephonic testing activities to evaluate customer service quality across all subsidiaries.
• Ensure compliance with service standards and KPIs during assessments.

Service Level Compliance

• Resolve customer issues in line with departmental standards and agreed Service Level Agreements (SLAs).
• Proactively escalate potential crisis or sensitive cases to management in a timely manner.
• Ensure all interactions are handled efficiently, professionally, and within required turnaround times.

Quality Assurance

• Maintain output quality in line with departmental QA standards and KPIs.
• Follow Standard Operating Procedures (SOPs) and use approved templates when applicable.

Qualifications & Experience:

• Minimum: Matric / Grade 12 or equivalent.
• Experience: At least 2 years of Customer Service or Contact Centre experience.
• Languages: Fluency in French and English (spoken and written) is essential.
• Technical Skills: Proficient in Microsoft Office 365 (Outlook, Word, Excel, etc.)

Job Type: Full-time

Work Location: In person