Customer Service Specialist

Role

Purpose:

As part of the Customer Service Department, you will be in charge of delivering excellent customer support and ensuring a positive customer experience. You will directly report to the Customer Service Manager and your role will involve handling customer inquiries, resolving issues efficiently, and acting as a key point of contact between the company and its customers.

Key Responsibilities:

Handle customer inquiries via phone, email, and other communication channels in a timely and professional manner
Provide accurate information regarding products, services, orders, and company policies
Resolve customer complaints and issues efficiently, ensuring customer satisfaction
Escalate complex cases to the Customer Service Manager when necessary
Maintain accurate records of customer interactions in the CRM system
Collaborate with internal departments (Sales, Operations, Logistics, etc.) to ensure seamless service delivery
Support continuous improvement of customer service processes and procedures
Ensure compliance with company standards and customer service KPIs

Key Competencies & Requirements:
Fluent written and spoken English (minimum C1 level)
Fluent written and spoken French (minimum C1 level)
Knowledge of a third language is a strong advantage
Minimum of two years of previous experience in Customer Service roles
Excellent communication and interpersonal skills
Strong problem-solving abilities and customer-oriented mindset
Ability to manage multiple tasks and prioritize effectively
Good proficiency with CRM systems and Microsoft Office tools