Senior Customer Service Representative with advanced french

The Senior Customer Service Representative serves as a more experienced and knowledgeable point of contact for customers compared to entry-level CSRs. Their overview and overall purpose involve, Advanced Issue Resolution, Mentorship and Training, Process improvement, and Customer Service Management. The purpose of Senior CSRs is to provide exemplary service, support their team members, contribute to continuous improvement efforts, and cultivate strong relationship with Customers to drive satisfaction and loyalty.

• →Advanced problem-solving abilities to handle complex customer issues
• →Strong decision-making skills
• →Ability to adapt to changing situations and handle ambiguity
• →Ability to listen to others and understand their needs,
• →Effective communication and time management skills
• →Comprehensive understanding of the company's products or services to provide accurate information and support.
• →Willingness to collaborate with colleagues across departments to address customer needs and improve service quality.

• Leadership skills: Ability to inspire, motivate, and lead a team towards common goals.
• Fluent in French and English.
• Minimum total work experience of 3 years preferred in people leader role.
• Manages order or complaint / credit management in a specific division, country, or set of customers.
• Experienced at effectively handling conflict situations.
• Acts as a team leader coordinating the work of others but not a formal supervisor.
• Suggests improvements to existing processes and solutions.
• Identifies and solves problems, which may be brought from other functions, and is consulted from TCS admins/ TCS Planner when problems arise with little or no precedent.
• Is the contact point with the supervisor for escalation or for cascading information to the team.
• Supports in the workload balance.
• Applies knowledge of business and the marketplace to advance the organization's goals.
• Capable to manage a small project.
• Advanced computer skills and SAP / ERP knowledge.

• Recommend 4+ years Customer Service Experience (internal/ external)
• Fluent in English and Country language required (depending on the country), with strong written and verbal communication skills
• Intermediate computer Skills with accurate keyboarding skills. Experienced in using MS Word, Excel, Internet applications including email, ERP systems (SAP/JDE/AS400)
• Has developed specialized skills or is multi-skilled in own work area
• Person in this band may:
• Manage orders or claims / credits on multiple countries or divisions
• Be a Product / Account / Customer expert
• Be a user group member
• Be a Local team trainer
• Be a E-business coordinator
• Be Proficient in Continuous Improvement
• Be Proficient in Project Management

• High School diploma or equivalent is the minimum requirement.