Description
TaskUs is seeking a French Customer Service Agent to provide exceptional support to French-speaking customers. The agent will be the primary point of contact for customers, responding to inquiries across multiple communication channels, including phone, email, and chat.
Key Responsibilities:
- Manage and respond promptly to customer queries, complaints, and suggestions via phone, email, and live chat, primarily in French.
- Diagnose and effectively resolve customer issues and complaints with empathy, professionalism, and a solution-oriented approach, aiming for first-contact resolution.
- Accurately document all customer interactions, case details, issues, and solutions in the Customer Relationship Management (CRM) system.
- Continuously develop and maintain an expert level of knowledge regarding company products, services, and policies.
- Collaborate with internal departments and escalate complex or recurring issues to the appropriate team when necessary.
- Ensure all communications adhere to high standards of grammar, tone, and the company's brand voice and quality guidelines.
- Maintain schedule adherence and meet department standards and goals for key performance indicators (KPIs) such as average handle time, customer satisfaction (CSAT), and quality scores.
- Periodically make outbound calls to customers to follow up on various issues or complete service-related tasks.
Qualifications:
- Native or near-native fluency in French (B2/C1 written and spoken).
- Professional working proficiency in English (B1/B2 level or higher) for internal communication, training, and documentation.
- Previous experience in a customer service, call center, or support role is a strong advantage, but not required for an entry-level role.
- Confident computer skills and the ability to navigate multiple systems and internet applications simultaneously.
- Experience with CRM software (e.g., Zendesk, Salesforce) is a plus.
- Exceptional active listening, empathy, problem-solving, and time management skills.
- Flexibility to work in shifts, including mornings, weekends, and holidays, as needed by a 24/7 or extended hours of operation (HOOP) environment.
What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity.