Bilingual French Customer Service Agents (Contact Centre)

PEAK Business Consulting; Durban; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading consulting firm in Durban is seeking Bilingual French and English Support Agents for a Level 2 Customer Service role. The position involves managing complex customer inquiries and supporting Level 1 agents. Candidates should have strong problem-solving skills and experience in customer service. The role requires proficiency in CRM systems and the ability to work under pressure. Competitive salary with market-related bonuses offered.

Benefits

Market related salary

Signature bonuses

Rotational shifts

Qualifications

• 1-3 years of customer service experience, preferably in a contact center.
• Familiarity with advanced troubleshooting and case management.
• Additional certifications in customer service or technical support are a plus.

Responsibilities

• Manage escalated customer issues requiring in-depth troubleshooting.
• Document escalations and resolutions in the CRM system.
• Act as point of contact for Level 1 agents and provide coaching.
• Collaborate with other departments to efficiently resolve customer concerns.

Skills

Problem-solving skills

Customer service skills

Conflict resolution abilities

Communication skills

Proficiency in CRM systems

Analytical thinking

Education

High school diploma or equivalent

Tools

Zendesk

Salesforce

Freshdesk

Job description

Bilingual French and English-Speaking Support Agents Required. As a Level 2 Customer Service Agent, you will handle more complex customer inquiries, escalations, and problem resolution beyond the scope of a Level 1 agent. You will provide advanced troubleshooting, process specialised requests, and support Level 1 agents with guidance and issue resolution. Your role ensures a seamless customer experience by handling cases that require in-depth knowledge, critical thinking, and effective decision-making.

Peak Business Consulting is currently looking for Bilingual French speaking customer service agents!

Advanced Customer Support & Issue Resolution

• Manage escalated customer issues that require more in-depth troubleshooting or problem-solving.
• Handle complex queries related to billing, technical support, policy exceptions, and complaints.
• Work with multiple departments to coordinate resolutions for high-priority customer cases.
• Provide detailed explanations of company policies, procedures, and resolutions to customers.
• Maintain high customer satisfaction by ensuring timely follow-ups and case resolutions.

Operational Excellence & Compliance

• Accurately document escalations and resolutions in the CRM system.
• Ensure compliance with company policies, industry regulations, and data security standards.
• Monitor service levels and proactively work to reduce recurring customer issues.
• Assist in process improvements by identifying common customer pain points.

Support for Level 1 Agents & Team Collaboration

• Act as a point of contact for Level 1 agents, assisting with inquiries and providing coaching on issue resolution.
• Conduct peer-to-peer training and knowledge-sharing sessions to improve team performance.
• Escalate critical or unresolved issues to Level 3 support or management when necessary.
• Collaborate with other departments (e.g., IT, Finance, Operations) to resolve customer concerns efficiently.

Key Skills & Competencies

• Strong problem-solving and decision-making skills
• Advanced customer service and conflict resolution abilities
• Ability to multitask and handle high-pressure situations professionally
• Excellent verbal and written communication skills
• Proficiency in using CRM and ticketing systems (e.g., Zendesk, Salesforce, Freshdesk)
• Strong analytical thinking to identify patterns in customer issues and suggest improvements

Experience & Qualifications

Education: High school diploma or equivalent (required); additional certifications in customer service or technical support are a plus.

Experience: 1-3 years of customer service experience, preferably in a contact center or support role.

Technical Skills: Familiarity with advanced troubleshooting, case management, and handling escalations.

Working Conditions

• May require rotational shifts, including evenings, weekends, and holidays.
• Expected to handle a higher volume of escalated contacts while maintaining quality and efficiency.

Salary - Market Related + Signature Bonuses!

• Shifts (24hr EST)
• Start date: 13 November 2025
• Location: Durban
• Send CV's to: [e-mail]