Customer Service Executive- French Language

WES Tier1 Customer Service Staff

Position Overview

Key Responsibilities

• Answer incoming customer calls promptly and professionally, following established service protocols
• Identify and assess customer needs to achieve satisfaction through active listening
• Use our corporate software, website and resource guides to investigate customer questions and identify appropriate response and/or course of action
• Provide accurate information about WES products and services
• Document all call information according to established procedures in the WES system
• Take ownership of the customer interaction to ensure we resolve problems quickly and methodically while maintaining complete focus on creating a positive customer experience
• Escalate complex issues to appropriate support personnel when required
• Meet performance metrics including call handling time, first-call resolution rate, and customer satisfaction scores
• Maintain customer confidentiality and adhere to data protection guidelines
• Participate in regular training sessions to stay updated on WES products, services, and procedures

Required Qualifications

• Associate's or Bachelor's degree preferred
• Previous customer service experience preferred (6+ months)
• Basic knowledge of educational systems
• Proficient computer skills, including typing and navigating multiple software applications simultaneously
• Excellent verbal communication skills with clear diction and professional tone
• Strong problem-solving and critical thinking skills
• Ability to remain calm and professional when dealing with difficult situations
• Strong attention to detail and accurate data entry skills

Desired Skills & Attributes

• Experience with call center technology and CRM systems
• Ability to adapt to changing procedures and information
• Excellent time management skills
• Patient and empathetic approach to customer concerns
• Resilient attitude and ability to maintain positivity throughout the workday

Performance Metrics

• Call quality scores based on recorded call evaluations
• Average handle time (AHT)
• First-call resolution rate
• Customer satisfaction ratings
• Adherence to schedule and availability metrics
• Accuracy of information provided, and data entered

Interested candidate can reach out to HR Geethika (9398210785)