French Customer Service Agent

Job Title: French Customer Service Agent

Location: Nashville, TN

Duration: 3 Months+ (Possible Extension)

Description:

· French Customer Service Agents needed to support French customers.

· Need to Speak French

Job Responsibilities:

· Ensures the resolution of complex and high-priority customer issues, coordinating with internal teams to deliver comprehensive and timely solutions.

· Utilizes advanced analytics to monitor and evaluate agent performance, preparing detailed reports to drive data-informed decision-making and coaching.

· Possesses the ability to remove entitlement roadblocks when the quotes team is not available and assists customer service manager with agent feedback and coaching.

· Coordinates with workforce management on agent tardies and absences and uses knowledge, tools, and applications simultaneously to quickly connect care providers with solutions.

· Analyzes and interprets customer feedback to identify systemic issues, recommending strategic improvements to enhance overall service quality, working under limited supervision.

· Develops and implements advanced troubleshooting procedures for challenging technical problems, ensuring effective and efficient resolutions.

· Provides support to customers on a range of sophisticated product and service inquiries, leveraging in-depth knowledge and experience.

· Utilizes advanced analytics to monitor and evaluate service metrics, preparing detailed reports to drive data-informed decision-making.

· Executes training programs for both customers and internal teams, focusing on complex service issues and advanced product features.

· Reviews and validates high-impact service requests and orders, ensuring precision and accuracy in processing and execution.

· Executes customer experience initiatives by proactively identifying and addressing potential service gaps and areas for improvement.

· Guides junior team members, providing advanced training and support to develop their skills and improve their handling of complex issues.

· Drives continuous improvement efforts by leading initiatives to refine service protocols, integrate new technologies, and enhance customer interactions.

Minimum required Education:

High School Diploma, Vocational Education

Minimum required Experience:

Minimum 2 years of experience in Customer Success, Customer Service, Customer Support or equivalent.

Minimum required Certification: N/A

Preferred Skills:

• Preferred Education: Bachelor's Degree or equivalent
• Preferred Experience: 3-5 years of Customer Service experience
• Preferred Certification: N/A
• Skills: Data Analysis & Interpretation, Root Cause Analysis (RCA), Troubleshooting, Customer Relationship Management (CRM) Software, Microsoft Office, Data Entry, Documentation & Reporting, Administrative Support, Escalation Management, Customer Response Management, Customer Satisfaction Techniques, Customer Service Software, Technical Support