Customer Support Agent for the French Market (Substitution Leave)

As a Customer Support Agent for the French Market at CPM International, your primary responsibilities include handling customer inquiries through various channels, focusing on first-contact resolution. You'll act as an advocate for customers, provide in-depth product knowledge, and offer personalized solutions while representing our client ethically and empathetically.

To apply for the Customer Support Agent position at CPM International, you need to be fluent in French and have strong proficiency in English. A genuine passion for customer service, excellent communication skills, and strong administrative or analytical skills are essential. Experience in a customer support role is a plus!

CPM International is committed to the career growth of its Customer Support Agents, offering ongoing training and development opportunities. You'll have access to resources like LinkedIn Learning, health benefits, and a referral program, along with supportive well-being resources to ensure your professional and personal growth.

As a Customer Support Agent for the French Market at CPM International, you'll work a full-time schedule of 39 hours per week, Monday to Friday from 9:00 am to 6:00 pm. The position also follows a hybrid work model, allowing for flexible at-home working alongside in-office days.

As a Customer Support Agent for the French Market at CPM International, you can expect a benefits package that includes paid bank holidays, an extra day off in lieu, discounted health insurance, wellness support, and exclusive perks and discounts. These benefits aim to enhance your work-life balance and overall well-being.

When faced with challenging customer inquiries, I first listen actively and empathetically to understand the customer's concerns. I ensure that I remain calm and positive, expressing that I am here to help. After gathering all relevant information, I analyze the issue to identify solutions, keeping communication clear and transparent throughout the process.

In a busy environment, I prioritize tasks by assessing the urgency of each request. I use a queue system to manage customer interactions and ensure timely responses while still delivering quality service. Also, I aim to resolve each inquiry efficiently to allow the next customer to receive help sooner.

To build rapport with customers across various channels, I personalize interactions by using the customer’s name and expressing genuine interest in their concerns. I maintain a friendly and professional tone, adapt my communication style to the particular channel, and always follow up on unresolved issues to reinforce the relationship.

I have a strong command of both French and English, with fluency in written and spoken forms. I am confident communicating complex ideas in both languages and can ensure clarity and understanding, which is vital in customer support scenarios to meet diverse needs effectively.

Certainly! In a previous role, a customer was upset due to a delayed order. I listened to their concerns, acknowledged the inconvenience, and proactively communicated with our logistics team to expedite the process. I kept the customer updated throughout and ultimately provided them with a discount on their next purchase as a goodwill gesture, turning their experience into a positive one.

Exceptional customer service comes from a genuine commitment to understanding and meeting customer needs. It involves active listening, empathy, effective communication, and follow-through. By going above and beyond, anticipating customers' future needs, and providing timely and personalized solutions, we can create lasting partnerships with customers.

I view feedback or criticism as an opportunity for growth. When receiving feedback, I remain calm and open, thanking the customer for sharing their perspective. I'm keen to ask clarifying questions to understand their concerns better and ensure that I take the necessary steps to improve and avoid similar situations in the future.

I have hands-on experience using various customer support tools such as CRM systems, ticketing software, and live chat platforms. I utilize these tools to manage customer inquiries efficiently, track case history, and ensure timely follow-ups, enabling me to provide a seamless experience to customers.

I find motivation in helping customers and making a positive impact on their day. The satisfaction that comes from solving customer problems and receiving their appreciation drives me to provide excellent service every time. I believe customer support plays a crucial role in representing the brand and fostering loyalty.

To improve my product knowledge continuously, I actively engage in training sessions, use available resources such as product manuals or webinars, and encourage regular discussions with colleagues. Keeping an open line of communication with product teams also helps me stay updated on any changes or launches.