Position: customer support
Category: Other
English level: upper
Years of experience: 4


As a French CSR with almost 4 years of experience, my primary role was to assist customers and provide them with support in the French language. Some of my responsibilities in this role included:

- Handling customer queries and issues through tickets, phone calls and live chats resolving their concerns, and ensuring timely responses.
- Responding to customer feedback, reviews, or comments on Trustpilot and Social medias.
- Escalating customer concerns or complaints to higher-level support or management when necessary.

Almost 3 years ago I became a Team Leader. As a Team Lead Manager, my responsibilities expanded to include the following:

- Motivating and managing the team of CSR agents, providing guidance and support to ensure their productivity and job satisfaction.
- Communicating with clients of the company in English, discussing service-related matters, addressing concerns, and maintaining positive relationships.
- Creating and maintaining a comprehensive knowledge base to enable agents to access relevant information efficiently and provide accurate responses to customers.
- Training and onboarding new team members.
- Tracking the performance and KPIs of the team, providing feedback, and implementing strategies to improve efficiency and customer satisfaction.
- Conducting quality assurance on the team's interactions with customers, ensuring adherence to company standards, and preparing reports with actionable insights.
- Continuously evaluating and improving customer service practices, identifying areas for enhancement, and implementing appropriate solutions.