Customer Service Representative

Customer Service Representative We are looking for motivated and customer-focused Customer Service Agents to join our growing Contact Center team. In this role, you will provide high-quality support to customers through voice interactions, ensuring a positive customer experience and timely resolution of inquiries. 🎯 Role Overview To deliver high-quality customer support through voice interactions by handling inbound and outbound calls, resolving customer queries efficiently, and ensuring a consistent customer experience aligned with service and quality standards. 🧩 Key Responsibilities • Handle inbound and outbound customer calls professionally and efficiently • Resolve customer queries, complaints, and requests within defined service levels • Provide accurate information and solutions during customer interactions • Escalate unresolved issues to relevant internal teams as per process guidelines • Document call details and resolutions accurately in CRM / ticketing systems • Maintain compliance with quality, security, and process standards • Follow schedule adherence and productivity expectations • Meet individual and team performance targets • Participate in process training and continuous improvement activities 📊 Contact Center Metrics Knowledge Familiarity with key contact center performance metrics such as: • Average Handling Time (AHT) • Service Level (SL) • First Contact Resolution (FCR) • Quality Scores • Customer Satisfaction (CSAT) • Schedule Adherence • Productivity / Utilization ✅ Required Experience & Skills • 1–3 years of experience in Contact Center / BPO or Customer Service roles • Fluent or near-native French proficiency and B1/B2 level English • Experience supporting voice customer support • Basic knowledge of CRM tools and computer systems • Strong communication, problem-solving, and multitasking skills • Strong customer-focused mindset 🌟 Key Competencies • Client Centricity • Execution Excellence • Accountability & Ownership • Compliance & Risk Awareness Show more