As the first contact, the Customer Service Agent is in charge of answering incoming phone calls to Customer Support.
Answer to basic requests that require basic technical knowledge and no specific investigation (advanced knowledge)
Handle partners’ dedicated email box (@connect.com)
Create, qualify and dispatch Salesforce cases to dedicated teams (Support/Connectivity Team/AM/or other teams)
Answering phones from customers professionally and responding to customer inquiries and complaints
Researching required information using available resources
Providing customers with the organization’s service and product information
Identifying, escalating priority issues and reporting to the high-level management
Routing inbound calls to the appropriate resources.
Completing call notes and call reports
Managing administration, communicating and coordinating with internal departments.
The job has been tailored for you if: 🦄
You have a high sense of customer relationship
Sharp identification of customer’s request, asking specific questions in order to gather the most accurate information for Support to handle the case in the shortest possible time
Fluent in French and English
Excellent communication skills
Ability to work with others in a close manner
Good computer skills
Good multi-tasking skills
Technical expert in related computer applications
Able to react effectively and calmly in emergencies
The icing on the cake: 🍰
Fluent in other languages
D-Edge is Remote Friendly
Remote allowance: 2,60€ / day within the limit of three days per week
Meal Allowance
Health Insurance
Accor Employee Card: Discount on hotel bookings
Incentives plans, bonuses, and wage savings
Vendredi: Access a network of certified nonprofits to get involved in
Career development: we want you to progress and be free to choose which direction you want to grow. There are also opportunities for internal moves.
D-Convention 🎉: This is THE event that D-EDGERS are looking forward to
D-Summer Party 🍸: Annual meeting to spend a fun and friendly moment with all D-EDGERS
🤝 RECRUITMENT PROCESS:
1. Telephone interview with Talent Acquisition.
Let’s get to know each other (~30 minutes)
2. First interview with the Technical Support Team Lead France (~30 minutes)
An opportunity to talk about your background and motivations and to introduce you to the position, and our ambitions. (~30 minutes)
3. Second interview with the Head of Technical Support France
Team fit (~30 minutes)
4. Third interview with Regional Head of Client Support EMEA (~30 minutes)
Culture fit (~30 minutes)
… and welcome to D-EDGE :)!
Please be aware that we will be asking for work references.
D-EDGE is an equal-opportunity employer. We do not discriminate based on: race, councilor, etny, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, handicap, veteran status, genetic information, marital status, or any legally protected status.