Customer Experience Agent - French Speaking

Key Responsibilities

Deliver excellent customer service and communication across all channels to our French speaking customers. Handle complaints with professionalism, empathy, and adherence to policy. Support sales and buying conversations, contributing to growth targets. Meet and exceed KPIs for response times, resolution rates, and customer satisfaction. Collaborate effectively with colleagues to ensure a seamless customer journey. Contribute to building a high-performing, supportive, and adaptable team culture.

Respond to inbound queries via phone, email, SMS, WhatsApp, webchat, and social media. Handle outbound calls, including welcomes, collections, and customer updates. Manage complaints by investigating issues, resolving them promptly, and keeping customers informed. Support the buying process, overcoming objections and helping customers feel confident. Accurately record interactions, maintain systems, and complete admin tasks. Liaise with internal teams to deliver smooth handovers and joined-up customer care. Contribute to continuous improvement by suggesting ways to refine processes.

Skills, Knowledge and Expertise

Proven experience in customer service, contact centres, or sales environments. Excellent verbal and written communication skills, with empathy and clarity. Strong problem-solving skills with resilience under pressure. Confidence in handling objections and complaints fairly and constructively. Ability to balance speed with accuracy and quality. Organised and able to manage multiple priorities. Comfortable using CRM systems and digital communication platforms. Team-oriented mindset with a proactive, solutions-focused approach.