Customer Advocate, French Speaking

ASSA ABLOY Opening Solutions; Galway; On-site; EUR 28,000 - 38,000; Full time

Job summary

Jobtailor in Ireland is seeking a customer service professional fluent in French to manage key client accounts and support internal teams. The role involves maintaining accurate CRM records, handling queries by phone and email, and coordinating with multiple departments to expedite orders.

The ideal candidate offers 3–5 years in customer service within a tech environment, experience with Oracle and Salesforce, and strong communication skills in English and French.

Qualifications

• Fluent French required and strong English communication skills.
• 3–5 years in a busy customer service role.
• HS diploma required; high tech experience an advantage.
• Proficient with CRM systems and MS Office.
• Experience with Oracle/Salesforce/Agile is beneficial.

Responsibilities

• Maintain excellent relationships with internal and external customers.
• Keep customer data accurate in Salesforce CRM.
• Ensure defaults are correctly set in the Oracle system for accounts.
• Handle customer queries by phone and email via SF.com case management.
• Escalate persistent issues to the appropriate team leads or managers.
• Coordinate with other departments to expedite orders and resolve issues.
• Log all customer communications in SF.com and maintain records.
• Be proactive in informing customers of order changes with relevant teams.

Skills

French language

Customer service

CRM systems

MS Office

English communication

Typing speed

Education

High School Diploma

Tools

Oracle

Salesforce

Agile

Windows OS

Job description

Responsibilities

• Build and maintain an excellent relationship with customers both internal and external
• Ensure customer information is accurate in the CRM Salesforce.com
• Ensure eBS Oracle is set with accurate defaults for your dedicated customer accounts
• Build your knowledge of HID products; attend training as required
• Deal with customer queries by phone and email via SF.com case management, escalating any persisting challenges to the Customer Care Team Leader/BU Champion/Regional Sales Manager/Pre‑sales as appropriate
• Resolve pre‑booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Team Manager/Senior Advocate or Regional Sales Manager/Pre‑sales as appropriate
• Coordinate with other departments to expedite / resolve customer orders, issues and concerns
• Ability to learn complex systems & processes
• Log all communication with customers on the CRM SF.com
• Be proactive – call the customers to inform them of any changes relating to their orders as advised by Production Control and/or CS Order Fulfilment Team Leader

Requirements

• Previous experience of working within a busy customer services department, helping to achieve excellent time management, efficient prioritization and delivering a superior customer experience; essential
• Some experience in a technological environment would be an advantage
• Must have a H.S. diploma
• A minimum of 3 to 5 years Customer Service experience; preferably in a high technology industry
• Preferred knowledge: Oracle, Sales Force, Agile
• Ability to type 55 words per minute
• Fluency in French
• Ability to effectively communicate in the English language verbally and in writing
• Proficient in MS Office applications, such as Word, Excel, PowerPoint
• Familiar with operating systems, such as Windows
• Previous experience of using the Oracle system would be a distinct advantage
• Knowledge of using a CRM system would be beneficial