French Speaking Customer Support

SF Partners; Nottingham; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Birthday day off

Holiday buy/sell scheme

Sick pay increasing with service

Paid volunteering day

Employee counselling support

Google-accredited training

Language pay increases

Job summary

SF Partners is seeking a French Speaking Customer Support / First Line Incident Advisor to provide bilingual frontline support in French and English, handling enquiries by phone, email and support systems. This permanent, 40-hour-per-week role offers remote, hybrid or office-based work depending on location, with shifts between 5:30am and 10pm, five days out of seven.

No prior IT experience is required; full training will be provided to help you troubleshoot issues and log incidents accurately

Qualifications

• Fluent in French and English (written and spoken).
• Strong communication and customer-service skills.
• Ability to troubleshoot and log incidents accurately.

Responsibilities

• Providing first-line customer and technical support in French and English.
• Handling customer enquiries via telephone, email and support systems.
• Understanding customer issues, asking the right questions and helping troubleshoot problems.
• Logging incidents accurately and keeping customer records up to date.
• Escalating more complex technical issues to the relevant support teams.
• Keeping customers updated on progress and resolutions.
• Working towards agreed response times and service standards.
• Monitoring shared inboxes and responding to incoming enquiries.

Skills

French language

English language

Job description

French Speaking Customer Support / First Line Incident Advisor

Fluent French and English essential

Contract: Permanent | 40 hours per week

Working hours: Shifts between 5:30am and 10pm, Monday-Sunday (5 days out of 7)

Working arrangement: Remote, hybrid or office-based depending on location

Please note: Fluent French and English, both written and spoken, are essential for this role. Applications from candidates who do not speak both languages fluently cannot be considered.

This is a customer-focused position supporting clients with technical queries, troubleshooting issues and ensuring problems are resolved efficiently.

You don't need previous IT or technical support experience, as full training will be provided. We're looking for someone who enjoys helping people, has strong communication skills and can approach problems logically.

The role

• Providing first-line customer and technical support in French and English.
• Handling customer enquiries via telephone, email and support systems.
• Understanding customer issues, asking the right questions and helping troubleshoot problems.
• Logging incidents accurately and keeping customer records up to date.
• Escalating more complex technical issues to the relevant support teams.
• Keeping customers updated on progress and resolutions.
• Working towards agreed response times and service standards.
• Monitoring shared inboxes and responding to incoming enquiries.

What we're looking for

• Fluent French and English - written and spoken (essential
• Confident communicating with customers over the telephone and by email.
• Strong customer service skills and a helpful, professional approach.
• Good problem-solving skills and attention to detail.
• Comfortable using computer systems and recording information accurately.
• Flexibility to work shifts, including some weekends.

Previous experience in customer service, contact centres, technical support or service desk environments would be useful, but isn't essential.

Working hours

This is a permanent, 40-hour-per-week position, working five days out of seven.

Shifts fall between 5:30am and 10pm (8 hours per day), with some weekend working, typically one weekend day every other week.

• Additional paid day off for your birthday.
• Holiday buy/sell scheme.
• Sick pay increasing with service.
• Paid volunteering day.
• Employee counselling support.
• Google-accredited training.
• Salary increases following successful completion of probation and for additional supported languages.