Customer Care Specialist with French and English - Remote Position

at  Foundever

ABOUT US

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Our office in Sofia is based in the city center and employs more than 800 people, supporting 32 languages all around the world.

PROFILE REQUIREMENTS:

• Has very good command of French language (level C1) and English language (level B2/C1);
• experience in a contact center or customer facing role is beneficial;
• can adapt quickly to changes in products, process and technology;
• has proven track record of excellent attendance and time-keeping;
• has good computer literacy.
• previous contact center and customer service experience is an advantage;

• Respond to and resolve a wide variety of consumer queries by phone and e-mail;
• taking control of situations and thinking on your feet to make smart decisions in order to resolve up to customer email or chat contacts;
• aprovides customers with advice and information regarding clients’ products and services, exceeding department productivity standards and quality customer care standards;
• carries out customer inquiries in timely and correct manner by predefined rules when escalation is needed;
• understanding customer’s needs so as to be able to deliver the best solution for each of them in line with our key performance indicators;
• navigating multiple systems simultaneously in order to update e-records promptly and accurately;
• proactively provide support and assistance to colleagues and work together as a team.