Customer Experience Agent - French Speaking (CEC)

Salary

Core Qualifications

Key Responsibilities

• •Learn tone of voice, systems, and customer service processes
• •Shadow experienced colleagues to understand customer journeys and best practices
• •Gain confidence handling a variety of customer queries across multiple channels
• •Independently manage customer conversations with professionalism, speed, and empathy
• •Resolve queries and complaints fairly and consistently, meeting quality standards
• •Support customers during the buying process, explaining next steps and overcoming objections
• •Build trust through accurate, timely, and clear communication
• •Take ownership of complex cases and collaborate with colleagues to resolve them smoothly
• •Consistently exceed KPIs for quality, efficiency, and customer satisfaction
• •Share feedback and ideas to improve processes, training, and workflows
• •Respond to inbound queries via phone, email, SMS, WhatsApp, webchat, and social media
• •Handle outbound calls, including welcomes, collections, and customer updates
• •Manage complaints by investigating issues, resolving them promptly, and keeping customers informed
• •Support the buying process, overcoming objections and helping customers feel confident
• •Accurately record interactions, maintain systems, and complete admin tasks
• •Liaise with internal teams to deliver smooth handovers and joined-up customer care
• •Contribute to continuous improvement by suggesting ways to refine processes