French Speaking Customer Experience Associate

Believe Resourcing; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in Cape Town seeks a passionate customer service representative to resolve client issues and provide exceptional experiences. The role involves engaging with clients through various channels, requiring strong communication and problem-solving skills. Ideal candidates will have a Matric qualification and a minimum of 12 months of international call center experience.

Qualifications

• Clear criminal and credit record required.
• High proficiency in English (verbal and written).
• Minimum 12 months of international call center experience.

Responsibilities

• Engage with and resolve client issues via e-mail and Zendesk.
• Provide excellent customer experiences and meet daily volume targets.
• Monitor and improve operational processes.

Skills

Problem-solving

Customer care

Communication

Computer literacy

Time management

Education

Matric

Tools

Zendesk

Job description

They are a global community of passionate, fun-loving people who thrive on making a difference on behalf of the world's most exciting brands.

They thrive on making a difference in the lives of people and businesses. They bring passionate, fun-loving people together and give them the freedom and tools they need to look after their clients’ customers as if they were their own.

Every employee brings humanity and empathy to their work. For their clients, that makes a tangible and valuable difference to the brands and their businesses.

Their environment is a great place to grow.

They promote creative, agile thinkers who strive to enjoy every day at work. They don’t rest until they find a better, smarter, more human way.

JOB PURPOSE :

Engage with and resolve client issues via e-mail and Zendesk. As the first point of contact, you will be responsible for root cause analysis and resolution in a timely and effective manner.

ACCOUNTABILITIES & DELIVERABLES :

• Provide excellent customer experiences at all times.
• Communicate investment, personal finance, and stock trading concepts simply and accessibly.
• Meet or exceed daily volume targets.
• Monitor, facilitate, and improve operational processes, working with the back-office team to deliver exceptional service.
• Ensure client success and queue management by leveraging all resources for a best-in-class user experience.
• Verify and update customer information.
• Proactively offer solutions to customer issues or concerns.
• Maintain outstanding administrative skills including planning, organizing, and time management.
• Own the customer experience and ensure follow-through.
• Work with high accuracy and speed.
• Comprehend complex customer queries.
• Identify when to escalate customer queries and complaints promptly.
• Complete all training modules during onboarding and ongoing campaigns.
• Qualifications: Matric, clear criminal and credit record.
• High proficiency in English (verbal and written).
• Computer literacy for navigating multiple systems effectively.
• Effective problem-solving skills.
• Proven experience in delivering exceptional customer care.
• Results-oriented with a solution-driven mentality.
• Maintain a positive attitude and motivated mindset.
• Ensure quality interactions.
• Availability to work shifts in a 24/7 environment.

EXPERIENCE :

• Minimum 12 months of international call center experience (essential).
• Experience with phone, chat, and email support.
• Experience working with Zendesk (advantageous).
• Experience in international financial services campaigns (advantageous).