Customer Experience Specialist (French Speaker)

DigiCert; Bloemfontein; On-site; ZAR 200 000 - 400 000; Full time

Job summary

An established industry player is seeking a Customer Experience Specialist to enhance digital trust through customer engagement. In this role, you will utilize your fluency in French and English to interact with clients and stakeholders, ensuring the validation process is executed smoothly. Your analytical skills will be key in evaluating data and identifying trends, while your attention to detail will help maintain high standards of service. Join a dynamic team that values curiosity and self-motivation, and contribute to a company that is redefining security in the digital landscape.

Benefits

Provident Fund

Medical Aid + Gap Cover

Employee Assistance Program

Gym Reimbursement

Life Insurance

Disability Insurance

Sabbatical

Qualifications

• 1+ years’ experience in customer service or similar role.
• Fluent in French and professional proficiency in English essential.

Responsibilities

• Engage with customers via phone, live chat, and email.
• Analyze validation test-data to determine system compliance.
• Coordinate validation testing with affected departments.

Skills

Fluent in French

Professional working proficiency in English

Customer service experience

Detail orientation

Excellent communication skills

Education

Tertiary qualification

Tools

Microsoft Office

Job description

Who we are

We're a leading, global security authority that's disrupting our own category. Our encryption is trusted by the major ecommerce brands, the world's largest companies, the major cloud providers, entire country financial systems, entire internets of things and even down to the little things like surgically embedded pacemakers. We help companies put trust - an abstract idea - to work. That's digital trust for the real world.

Job summary

We are in the market for a Customer Experience Specialist with professional working proficiency in French to join our team in Cape Town.

As Customer Experience Specialist you will engage with external customers and internal stakeholders through various communication channels, execute DigiCert's validation process according to internal documentation, and analyze validation test-data to determine whether systems or processes have met validation criteria.

What you will do

• Review incoming application forms, validate and submit to DigiCert's technical department
• Engage with external customers and internal stakeholders via phone, live chat, video calls and email
• Research customer organizations and verify contact details online
• Identify, document and alert managers of customer-call trends
• Execute DigiCert's validation process according to our internal documentation
• Analyze validation test-data to determine whether systems or processes have met our validation criteria or to identify root causes of production problems
• Coordinate the implementation or scheduling of validation testing with affected departments and team members
• Learn product features and gather customer requirements to confer with management
• Determine validation objectives and standards with internal managers
• Create, populate, or maintain databases for tracking validation activities, test results, or validated systems
• Process incoming and outgoing mail

What you will have

• Fluent in French (written and verbal) and professional working proficiency in English (essential)
• 1+ years’ experience in a customer service or similar role
• Tertiary qualification (advantageous)
• Proven track-record in evaluating and mitigating risk
• Detail-orientation, aptitude to learn, high level of self-motivation, high degree of curiosity and ability to work independently
• Excellent written and verbal communication skills
• Tool experience: Microsoft Office and other software applications

Benefits

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance
• Sabbatical