Customer Service Manager French Speaker

Customer Service Manager French Speaker

Working within a team in a call centre-type environment, where you have to be in charge of the management of incoming contacts (phone, email, mail, fax ...) licensed customers and distributors in the respect of the performance indicators. To continually promote political and delivering customer quality of service required by the Directorate for European clients Centres

Daily work:

Manage customer requests, the latter coming through a phone call, a letter, an email or a fax.
Excellent capabilities of expression in spoken and written (including writing letters), obviously with French
Deliver quality service and solving customer problems of effective, professional, polite and clear.
Achieving the goals workload, quality, performance and attendance.
Have a positive attitude, professional, scheduled to initiative and flexibility in everyday life.
Understand and apply the procedures and be autonomous in resolving customer demands by offering a relevant and effective action.
Record accurately all contact between you and the customer, follow the action plan defined by means of a file tracking software.
If necessary, make contact with internal departments and their business partners in order to respond to the customer.
Escalate issues to Team Leader, so that the group maintains a level of professionalism in line with the levels defined services.
Speak English fluently, particularly during Pan-European meetings to work with information systems (Windows, Office, CRM ...) made available to you and follow the evaluations and training.
Perform other related duties as may be assigned to you as well as be flexible about the schedule.
Work under a Microsoft Windows environment and control MS Word & Excel.
Mastering Internet browsing/Intranet and Internet Explorer.
Enter a minimum of 35 words per minute
Customer Service Excellence - enjoy contact by phone with customers and be able to identify their needs, be diplomatic, be polite, stay calm, listen and apologize if necessary and always return to the client a picture professional and positive.
Excellent level of French both orally and in writing, to show calm and methodical, active listening and provide adequate solutions.
Expression of French fluency and English bilingual.
Ability to work under pressure and manage clients with complex problems, ability to evolve in a changing environment, take initiative and decision making, ability to prioritize and manage its workload.
Have a logical approach to problem solving, collecting the elements necessary to study the file, put in place corrective measures, climb the folder if necessary, be proactive in monitoring and customer files in their resolutions .
Teamwork - allow the team to achieve the goals. Team player - helping the team to accomplish achieve objective, remain friendly and helpful even being busy, but as firm as appropriate, working for the team and for his/her personal goals.
Ability to follow procedures ECCC
Ability to meet or exceed the quantitative and qualitative objectives, AHT, attendance, etc.