Customer Service Representative

Role Overview

This is a front-line customer support position built around three channels: inbound phone calls, email, and text messages. Each day you will listen to or read what a customer needs, work out the fastest accurate answer, and leave a clear written record of the conversation behind you in the CRM. The role matters because those conversations are often the only human contact a customer has with the business, so the quality, speed, and tone of your handling directly shapes whether they walk away satisfied.

Key Responsibilities

• Act as the primary point of contact for customers reaching out by phone, email, and text, switching between channels as volume shifts.
• Investigate each inquiry to understand the real question behind it, then resolve it efficiently rather than passing it along.
• Log every customer interaction in the CRM with accurate, readable notes so colleagues can pick up the thread without asking the customer to repeat themselves.
• Keep customer profiles and details current in internal systems, correcting outdated or incomplete information as you find it.
• Work across several applications and screens at once without losing track of the conversation in front of you.
• Apply sound judgment to unclear or unusual cases, deciding when to dig deeper and when to bring in a colleague.
• Coordinate with teammates to keep responses consistent and service standards high across the whole team.
• Maintain a professional, patient tone in every interaction, including difficult or repetitive ones.

Requirements & Qualifications

• Fluent French and advanced English are mandatory. Only candidates at B2 level or above in French will be considered.
• Excellent verbal and written communication skills in both languages, with the ability to explain things simply and politely.
• Strong problem-solving and critical-thinking ability — you should be comfortable reasoning your way to an answer rather than following a script blindly.
• Proven ability to multitask and move between multiple systems simultaneously while staying attentive to the customer.
• Hands-on familiarity with CRM tools and documenting customer interactions electronically.
• A positive, customer-focused mindset and genuine interest in getting to a good outcome for the person on the other end.
• Professionalism, reliability, and a willingness to learn and grow within the role.