French Customer Service Agent

Overseas Administration Management; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A customer service management company in Cape Town is seeking a bilingual customer service representative fluent in French and English. The role involves handling customer queries, resolving complaints, and ensuring customer satisfaction in a professional manner. Candidates should have a minimum of 2 years of experience in a Contact Centre and hold a Matric or equivalent qualification. This is a full-time, in-person position.

Qualifications

• Minimum 2-year Customer Service / Contact Centre experience.

Responsibilities

• Handle a range of customer queries and / or complaints.
• Provide a professional customer experience and satisfaction at all times.
• Resolve queries in line with department standards.

Skills

Bilingual in French and English

Good listener

Office literate

Education

Matric or equivalent

Job description

Job Description

Bilingual in English and French, a good listener and naturally inclined to empathy. Your role is to action, resolve or escape a range of customer queries or complaints in a professional and customer‑centric manner. You will liaise with the clients and all internal stakeholders in order to assess each complaint to maintain customer satisfaction.

Key Responsibilities

• Handle a range of customer queries and / or complaints,
• Interpret and resolve queries by obtaining feedback and providing and accurate account of service service-related information aligned to the Standard Operating Procedures (SOPs),
• Escalate relevant queries to Management to ensure resolution,
• Objectively analyse all complaints,
• Provide a professional customer experience and satisfaction at all times,
• Action administrative requirements related to customer complaints accurately and implement corrective actions where needed,
• You will be responsible for the planning, execution and reporting of telephonic testing to assess all subsidiaries of the Group, to ensure KPIs are enforced and applied throughout,
• Resolve queries in line with department standards, Service Levels and Standard Operating Procedures (SOPs),
• Promptly escalation potential crisis situations to Management,
• Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experienc,
• Ensure outputs are aligned to departmental Quality Assurance standards and targets,
• Adhere to Standard Operating Procedures and departmental templates where relevant.

Experience

Minimum 2-year Customer Service / Contact Centre experience.

Skills

• Bilingual, FR and EN, good level orally and in writing
• Office literate

Education

Matric or equivalent.

Job Type

Full‑time

Work Location

In person