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French Speaking Customer Support
Location: Sunbury-on-Thames
Salary: £27,500 - £29,500 + Bonus + Benefits
Hours: Mon-Thu 8am - 5pm, Fri 8am - 3pm (HYBRID: Monday and Friday work from home)
My client based in Sunbury on Thames is looking for a Customer Support Specialist who is fluent in French & English. You will be responsible for assisting customers with product questions and problems via phone, email and live chat.
Responsibilities:
Handle customer requests from distributors, resellers and end users regarding technical issues and product questions.
Technical requests are received in the form of email, Web Form, Live Chat, social media or from other departments. These are to be dealt with in a professional, courteous, and timely manner.
Manage the Technical Support CRM requests ensuring that a 24-hour response is achieved. A 2-hour response is required on some high-profile requests.
Resolve customer queries by gathering appropriate information from the customer, then researching and resolving the issue.
Recreate customer problems in-house and perform tests to ascertain the cause of the problem, resolving the issue then documenting the findings.
Pro-actively maintaining knowledge and updating themselves on all products and competitors hardware/software products. Initial and on-going training will be provided as necessary.
Develop and maintain accounts of correspondence and other technical support records.
To handle customers complaints with a strong focus on customers satisfaction and a view to anticipate them and prevent them.
To provide regular and timely updates to customers about their pending case, liaising with all stakeholders involved.
To submit technical escalations as per internal process to facilitate resolution to customers’ issues.
Skills & Experience:
Fluent in English and French to business standards (verbal and written).
Working knowledge of Computer Networks and a proficient knowledge of PC Architecture
A minimum of 1 year’s previous experience in providing second level technical support by phone or chat
Excellent communication skills
Excellent organizational skills
Multi-tasking skills essential and ability to prioritise own workload
Active team player
Ability to use discretion and independent judgment
Positive working attitude
Strong focus on Customer Service
Benefits:
Discretionary bonus scheme
Generous employee pension contribution
Life insurance
Permanent health insurance
24 days holiday (plus bank holidays)
Private medical, worldwide travel and dental insurance
Subsidised travel
Health screening
Gym membership
Employee assistance programme
Childcare allowance
Enhanced maternity/paternity
Training and development opportunities
Company events
Free tea/coffee and subsidised vending/lunches
