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Customer Care Executive (French Bilingual Support)
Zepz
Job Location
Job Summary
At Zepz, Customer Care is more than just phone agents. Our team plays a key part in creating an exceptional experience for customers across multiple channels, including email, live chat, telephony, and social media. With a 24/7, multichannel approach, you'll work closely with our Training team to deliver high-quality service. As a Customer Care representative, you'll manage queries, screen transactions, identify suspicious activities, and advise customers on products. You'll need to be proficient in English and French, tech-savvy, and able to communicate effectively with people from diverse backgrounds. With flexibility to work onsite or on a shifting schedule, you'll have the opportunity to make a positive impact on our global customer base.
About the role:
To many companies, Customer Care means ‘phone agents’. At Zepz, you are so much more! Our Customer Care team is the heart of our business and they play a key part in creating the best experience for our customers when they contact us.
You'll get to experience working across many different channels, from email, live chat, and telephony to social media. Our in-house Training team will work closely with you to ensure you're equipped with everything you need to deliver exceptional service through the quality, speed, and efficiency of your responses.
We're 24/7, multichannel and truly global.
What you will own:
Reporting to the Team Manager - Customer Care, you will:
Manage queries on transactions via phone, chat, and digital case. You’ll be the first point of contact for our customers.
Screen and verify customer’s identification.
Review transactions and identify suspicious activities. Report and escalate suspicious activities to the relevant department.
Research unusual or questionable transactions with the relevant department.
Monitor and release transactions.
Advise customers on the products WorldRemit offers.
May be required to work in one or multiple channels depending on the business need.
What you bring to the table:
Proficiency in both written and spoken English is required, along with proficiency in French.
Bachelor's degree or at least high school education if accompanied by call center/contact center experience.
At least 6 months experience in the contact center handling voice and chat channels
Flexibility to work onsite and on a shifting schedule
Confidence in working towards targets in what can sometimes be a high-pressured environment
Tech savvy – proficient in Microsoft Office, general IT skills, and data capture experience.
A team player that can adapt to a fast-paced and changing environment.
Highly disciplined, self-motivated, and service delivery-focused. Always willing to go that extra mile
The ability to communicate with people from across the globe is key as our customer base is exactly that
The patience of a saint - there are times when customers will be unhappy, unfortunately. You'll be relied on to resolve their issues whilst keeping calm and focused and maintaining a fantastic customer experience
We're 24/7, 365 so you'll need to be flexible and able to work on a shift rotation basis. There are several shift options with staggered start times available. This will be shared during the recruitment process
