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Customer Service Agent - French

  • Riviere du Rempart
  • 21,000 - 30,000
  • Permanent
  • Added 28/11/2024 
  • Closing 28/12/2024
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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.

Synergy360 Limited

 

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