Position: French Customer Service Specialist.
Location: Bucharest, Romania.
Contract Type: Permanent contract.
Work Mode: Hybrid (2 days of remote work per week).
Role Overview:
- We are looking for a French Customer Service Specialist who is passionate about customer relations, possesses excellent interpersonal skills, high rigor, and a genuine problem-solving mindset.
- As a vital member of our Support team, you will play a key role in shaping our user experience.
- Your mission will be to provide fast, relevant, and personalized responses while actively contributing to the continuous improvement of our processes and overall customer satisfaction.
- You will serve as a dedicated point of contact for our users, managing their requests from initial contact to full resolution.
Customer Support & Case Resolution:
- Respond to customer inquiries with reactivity, professionalism, and empathy across various written channels (emails and ticketing tools) while meeting Service Level Agreements (SLAs).
- Take end-to-end ownership of customer requests, ensuring complete resolution, necessary follow-ups, and reminders until the client is fully satisfied.
- Diagnose and resolve user issues by providing clear, precise, and tailored solutions for each unique situation.
- Utilize and contribute to the optimization of our support tools and ticketing platforms to improve team organization and processing efficiency.
Process Improvement & User Insights:
- Participate in the continuous improvement of customer service by identifying recurring friction points and process optimization opportunities.
- Analyze customer feedback and escalations to pinpoint recurring issues and contribute to enhancing the overall user experience.
- Proactively escalate complex requests or technical incidents to the appropriate internal teams, providing all necessary details for swift resolution.
Reputation & Community Engagement:
- Monitor customer reviews and feedback published across various platforms, helping to foster a positive brand image.
- Encourage satisfied users to share their experiences, thereby contributing to the growth of our reputation and community relations.
Requirements - Experience & Tools:
- A successful first experience in customer service, user support, customer success, or a similar customer-facing environment.
- Prior experience in a digital, SaaS, or tech environment is a strong plus.
- Highly comfortable with digital tools and ticketing platforms.
Languages:
- Excellent command of written and spoken French (at least C1/advanced level) is mandatory.
- A good command of English is a strong plus.
Key Skills & Mindset:
- Excellent writing and communication skills, sharp attention to detail, and a constant focus on quality.
- Strong organizational skills with the ability to multitask, prioritize requests, and strictly adhere to deadlines and SLAs.
- Solution-oriented mindset; you naturally seek to understand a situation deeply before proposing a fix.
- Ability to remain calm, professional, and constructive when handling complex situations or dissatisfied customers.
- Deep empathy, active listening skills, and a strong collaborative team spirit to work effectively across different departments.
- A keen interest in digital products and a comfort level working in a dynamic environment where processes regularly evolve.
Benefits:
- Indefinite contract.
- Hybrid model.
- Daily meal voucher.
- Private health insurance.
- Challenging working environment.
- Employee events.
