French-speaking Hybrid Customer Experience Associate

IG Group; Kraków; Hybrid; PLN 81,000 - 97,000; Full time

Benefits offered by this job

Hybrid working

Home office equipment reimbursement

Private medical cover for you and your

family/partner (Medicover)

Career-focused technical andLeadership

Job summary

IG Group is seeking a Customer Experience Associate (French) to deliver digital-first support to our global client base. You will work within a multinational, high-performing team to provide exceptional service across our products, markets and platforms.

The role emphasizes maintaining productivity and quality, with a focus on first-contact resolution and CSAT. Hybrid work model applies, with office days and remote support as part of team collaboration.

Qualifications

• Fluent in French and English to support global customers.
• Proven customer service excellence with empathy and communication skills.
• Able to navigate multiple digital platforms and maintain high quality standards.

Responsibilities

• Deliver digital-first support via Intercom across a range of query types.
• Achieve high productivity and quality targets with 80%+ CSAT scores.
• Collaborate with local and global team members to ensure seamless customer journeys and fast resolutions.
• Understand when to elevate to seniors to deliver the best outcomes for customers.
• Ensure first-time resolution wherever possible and take ownership of each interaction.

Skills

French language

English language

Customer service

Digital-first support

Problem solving

Team collaboration

Tools

Intercom

Job description

IG Group is seeking a Customer Experience Associate (French) to deliver digital-first support to our global client base. You will work within a multinational, high-performing team to provide exceptional service across our products, markets and platforms.

The role emphasizes maintaining productivity and quality, with a focus on first-contact resolution and CSAT. Hybrid work model applies, with office days and remote support as part of team collaboration.