Voice Process Executive

Excellent communication skills (C1/B2 French and English required for Voice)

Role Overview

Handle inbound and outbound customer interactions across Voice, Chat, and Email in French and English, delivering fast, accurate resolutions and a great customer experience.

Key Responsibilities

• Handle inbound and outbound calls, chats, and emails professionally.
• Resolve customer issues on first contact; escalate complex cases as per process.
• Use CRM tools to log interactions and update case records accurately.
• Follow SOPs, quality standards, and data privacy guidelines.
• Meet KPIs such as AHT, CSAT, FCR, quality, and adherence.
• Collaborate with team leaders, QA, and trainers to improve performance.

Requirements

• 1 to 5 years of Contact Center / BPO experience.
• Excellent communication in English and French (C1/B2 French mandatory for Voice).
• Experience in inbound and outbound Voice, Chat, and Email support.
• Working knowledge of CRM tools and basic system navigation.
• Strong customer focus, problem-solving, and multitasking skills.

Good to Have

• Experience supporting European or French-speaking markets.
• DELF/DALF certification.