💻 YOUR SCOPE:

As the first contact, the Customer Service Agent is in charge of answering incoming phone calls to Customer Support.

🎯 WHAT YOU WILL BE DOING:

• 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.

⭐WHAT YOU’VE GOT:

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

💜 WHY YOU’LL LOVE US:

• 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.