Client Service Agent (M/F/NB)

As a Client Service Agent at D-EDGE, your primary responsibility will be to assist French-speaking clients by answering their calls and addressing basic technical inquiries. You'll be the first point of contact for clients, providing support and guidance while managing correspondence with partners via email. You'll also need to create and dispatch Salesforce cases to appropriate teams, all while ensuring effective communication and administration within the customer service department.

To qualify for the Client Service Agent position at D-EDGE, you must possess excellent communication skills in both French and English, be proficient in computer applications, and demonstrate a strong sense of customer relationship management. A good ability to multi-task and react calmly in emergencies is essential, alongside a knack for asking the right questions to identify customer needs effectively.

The work environment for a Client Service Agent at D-EDGE is dynamic and supportive, allowing for close collaboration with a team of 24 dedicated professionals. With a focus on communication and adaptability, you’ll have the opportunity to work in a remote-friendly setting while receiving ongoing assistance and training from experienced colleagues and leadership.

As a Client Service Agent at D-EDGE, you will undergo comprehensive training that includes product familiarization, customer communication techniques, and troubleshooting methods. This training is aimed at equipping you with the skills needed to provide exceptional support to our clients while working closely with various internal teams to resolve issues efficiently.

D-EDGE offers multiple benefits for its Client Service Agents, including a remote-friendly work environment, meal allowances, health insurance, and exciting perks such as discounts on hotel stays through the Accor Employee Card, allowing you to explore travel options while working with us!

In your response, reflect on your passion for customer service and technology, as well as the specific aspects of D-EDGE’s mission that resonate with you. You might mention a desire to contribute to the hospitality industry and how you admire D-EDGE's commitment to helping hotels enhance their online visibility.

When answering, share a clear example that demonstrates your problem-solving skills and customer service acumen. Discuss the steps you took to understand the customer's concerns, how you addressed their issues, and the positive outcome of your actions.

You should emphasize your ability to stay organized and calm under pressure. Discuss specific methods you use for prioritization, such as categorizing tasks based on urgency and complexity, and how that ensures efficient service for clients.

Explain your approach to escalating issues to the appropriate internal team or next level of support. Highlight your commitment to keeping the customer informed and assuring them that their problem is being addressed.

Discuss your strategies for listening to the customer’s concerns, empathizing with their frustration, and taking proactive steps to address their issue. This could include offering a solution, providing clear information, or following up to ensure their satisfaction.

Mention any customer relationship management (CRM) tools, such as Salesforce or similar systems, that you've used. Explain how these tools help you keep track of interactions, manage follow-ups, and ensure a seamless experience for customers.

Share how you proactively seek out product training, attend internal meetings, and leverage available resources, such as internal wikis or knowledge bases. This shows your commitment to continuous learning and delivering accurate information to clients.

Provide a specific instance when you collaborated with colleagues to achieve a common goal. Highlight how your communication skills and adaptability contributed to your team's success.

Discuss how the fast-paced nature of customer service requires the ability to adapt to changing situations, client needs, and technological advancements. Emphasize that staying flexible enables you to provide the best solutions for customers.

Take this opportunity to convey your knowledge about D-EDGE's offerings, such as cloud-based e-commerce solutions and their role in helping hotels enhance their online visibility. Demonstrating awareness of company values and services can set you apart.