Customer Service Agent - French

We are looking for a dedicated and personable Customer Service Agent to join our online entertainment company, focusing on the French-speaking markets. The Customer Service Agent will report to the Customer Team Lead.

We are looking for a dedicated and personable Customer Service Agent to join our online entertainment company, focusing on the French-speaking markets. The ideal candidate will have excellent communication skills, and a passion for delivering exceptional customer service. This role requires a proactive approach to resolving customer inquiries and ensuring a seamless gaming experience. The Customer Service Agent will report to the Customer Team Lead.

Essential Job Functions

Customer Support:

• Provide timely and professional customer support via email, chat, and phone.
• Assist customers with account issues, game inquiries, payment processing, and other casino- related questions.

Issue Resolution:

• Handle and resolve customer complaints eÆciently and effectively.
• Escalate complex issues to the appropriate department or manager when necessary.

Customer Engagement:

• Engage with customers to understand their needs and provide personalized service. Promote new games, features, and promotions to enhance the customer experience.

Documentation and Reporting:

• Maintain accurate records of customer interactions and transactions. Prepare regular reports on customer feedback, issues, and trends.

Collaboration:

• Work closely with its team lead, Head of Customer Experience and other departments to improve service quality.
• Participate in team meetings and training sessions to stay updated on company policies and products.

Market Understanding:

• Stay informed about the market trends and customer preferences.
• Provide insights and feedback to help tailor services and promotions

Key Performance Indicators (KPIs):

Customer Satisfaction Score (CSAT): Measure the satisfaction level of customers based on feedback and surveys.

First Contact Resolution (FCR): Track the percentage of issues resolved during the first contact with the customer.

Average Response Time: Monitor the time taken to respond to customer inquiries.

Average Resolution Time: Measure the time taken to resolve customer issues.

Customer Retention Rate: Track the percentage of returning customers.

Number of Tickets Handled: Measure the volume of customer inquiries handled within a specific period.

Quality Assurance Scores: Evaluate the quality of customer interactions based on internal assessments.

Education and Experience

Experience:

• Minimum of 2 years of experience in customer service, preferably in the online gaming or casino industry.
• Experience in serving customers is highly desirable.

Education:

• High school diploma or equivalent. A degree in Business, Communication, or a related field is a plus.

Skills:

• Fluent in French (both written and spoken), English is a plus.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle multiple tasks and work under pressure. Proficient in using customer service software and tools.

Personal Attributes:

• Customer-focused with a passion for delivering high-quality service. Positive attitude and a team player.
• Adaptable and able to thrive in a fast-paced environment. Strong ethical standards and integrity.

Compensation and Benefits

Competitive salary and performance-based bonuses.

Please send us your CV if you consider to be a good fit, relocation is not provided by the company.