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Customer Service Representative - French Language PDF Print E-mail
Job description
Customer Service Representative is available to receive a customer call, handles emails, ensures consistent productivity and quality of service, maintains customer satisfaction and ensures that all tickets are logged and assigned accordingly. The CSR is responsible mainly to:
• Be available to receive any new calls at start of shift
• Ensure consistent productivity and quality of service
• Meet SLAs and individual KPIs, maintain customer satisfaction
• Ensure that all tickets are logged and assigned according to the account's procedures
• Handle any Severity 1 & 2's appropriately
• Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call
• Handle and assist OSS with problem determination
• Escalate queries when required to appropriate personnel
• Minimise outbound call duration and quantity
• Monitor ticket queues
• Apply end to end ticket and call handling expectations of account
• Escalate any issues as soon as they arise to the appropriate contact
• Identify knowledge mgmt gaps and drive closure
 
Required
  • High School Diploma/GED
  • Basic knowledge in Apply Call Handling Standards
  • Basic knowledge in Analyze Customer Technical Requirements
  • Basic knowledge in Problem Solving
  • English: Intermediate
  • French: Fluent
 
Preferred
  • Other
  • At least 6 months experience in Apply Call Handling Standards
  • At least 6 months experience in Analyze Customer Technical Requirements
  • At least 6 months experience in Problem Solving



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