Position: French Customer Support Representative (phone/email/chat)
Company: Helpware
Experience required: no_exp
English level: upper

Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Team is growing and we’re looking for an experienced French Customer Support Representative to join Helpware.

**Primary Responsibilities:**
- Answering emails, and chat queries. Will add phones queries at a later stage
- Investigating customer service issues
- Resolving customer service situations using appropriate tools and accommodations
- Creating self-service contents
- Updating support knowledge base
- Writing scripts and templates
- Escalating complicated tickets
- Collecting bug reports and feature requests
- Maintaining a positive and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Knowing our products inside and out so that you can answer questions
- Processing orders, forms, applications and requests
- Keeping records of customer interactions, transactions, comments and complaints
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Ensuring customer satisfaction and providing professional customer support
- Engage customers with Meliorism emails/accounts and logo on emails.

**Qualifications:**
- Open to working with a flexible schedule (Day, Mid, Night Shift and weekends).
- Fluent in both written and spoken **English & French**
- Native speakers of Japanese will be definitely a plus.
- With at least 3 years of Customer Support Experience (experience with tickets and livechats).
- Proficient in using Zendesk, LiveChat, CRM and other customer support tools (Navigation and testing skills).
- Able to analyze and solve technical problems related to client products by investigating potential solutions using troubleshooting skills.
- With great documentation skills.
- Dedicated and committed to learn product knowledge and help the team by being pro-active.
- Able to learn new products and technologies.
- Able to work effectively in situations characterized by continual change.
- With Excellent written communication and customer handling skills.
- With Excellent listening and multitasking skills.
- Able to work under pressure.
- Can adapt to inevitable changes around the workplace.
- Able to deal professionally with demanding customers.
- Can show empathy for customers / common sense.
- Adherent to daily/weekly/monthly KPI’s to achieve client satisfaction.
- Proficient at PC architecture/technology, Web and mobile applications.

**We offer:**
- Competitive compensation
- Possibility work remotely
- English classes with the native speaker
- Business hours: 6 PM - 3 AM (back-up position)
- Corporate training and parties

Family environment with an extremely friendly team and unlimited support
If you feel like we are a Company that you are looking for and would like to join our Team, please, send your CV in English

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

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