Customer Service Representative

Customer Service Representative

We are looking for motivated and customer-focused Customer Service Agents to join our growing Contact Center team. In this role, you will provide high-quality support to customers through voice interactions, ensuring a positive customer experience and timely resolution of inquiries.

🎯 Role Overview To deliver high-quality customer support through voice interactions by handling inbound and outbound calls, resolving customer queries efficiently, and ensuring a consistent customer experience aligned with service and quality standards.

🧩 Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently
• Resolve customer queries, complaints, and requests within defined service levels
• Provide accurate information and solutions during customer interactions
• Escalate unresolved issues to relevant internal teams as per process guidelines
• Document call details and resolutions accurately in CRM / ticketing systems
• Maintain compliance with quality, security, and process standards
• Follow schedule adherence and productivity expectations
• Meet individual and team performance targets
• Participate in process training and continuous improvement activities

📊 Contact Center Metrics Knowledge

Familiarity with key contact center performance metrics such as:

• Average Handling Time (AHT)
• Service Level (SL)
• First Contact Resolution (FCR)
• Quality Scores
• Customer Satisfaction (CSAT)
• Schedule Adherence
• Productivity / Utilization

✅ Required Experience & Skills

• 1–3 years of experience in Contact Center / BPO or Customer Service roles
• Fluent or near-native French proficiency and B1/B2 level English
• Experience supporting voice customer support
• Basic knowledge of CRM tools and computer systems
• Strong communication, problem-solving, and multitasking skills
• Strong customer-focused mindset

🌟 Key Competencies

• Client Centricity
• Execution Excellence
• Accountability & Ownership
• Compliance & Risk Awareness