Customer Service Agent with French

This role has responsibility for delivering a first class customer service. Customer Service Agents are strong team players who are passionate about putting the customer first. Customer Service Agents report to the Team Leader who has overall responsibility for the service.   Roles & Responsibilites     ·         Handle incoming customer interactions via telephone, email or chat ·         Provide information about products, process return/refunds, cancellations, handle presales queries, deliveries, handle complaints. ·         Process Sales Orders identifying opportunities to up sell/cross sell ·         Log all information accurately on the customer CRM system for each interaction ·         Resolve customer issues, troubleshooting product issues, handling medical complaints ·         Contact customers via outbound calls or email to notify them of delays in delivery ·         Where unable to resolve customer issues, escalate using customer escalation process. Retain ownership of customer issue through to closure ·         Identify opportunities for improving processes ·         Participate in weekly team meetings Requirements   ·         Excellent customer service skills; this includes French & English language proficiency and communication skills, good writing skills. ·         Ability to work independently and proactively ·         Good problem solving skills ·         Excellent interpersonal and planning skills. ·         Strongly team-focused ·         Excellent command of the English Language ·         Strong documentation skills and the ability to compose written correspondence to a professional standard ·         Good listening skills and extreme attention to detail ·         Proficient skills in MS Outlook, Word, Excel, PowerPoint, CMS, etc.   ·         Ability to work flexible hours     Key Performance Indicators:   ·         Customer specific targets ·         Product and process knowledge ·         Attendance and punctuality ·         Quality of case management ·         Call, email & chat handling