Customer Support (French)

Role: French-speaking Agent Language: French, English Location: Athens, Greece Working Hours: Rotating shifts between 08:00 and 00:00, Monday to Friday, with occasional weekend shifts Gross Salary: €1,045.72 gross per month Work Model: On-site Role: As an Agent, you will be a key point of contact for customers of a leading Swiss telecommunications provider. This role involves engaging with customers across various channels, addressing their inquiries, resolving technical issues, and providing excellent service. You will have the opportunity to work within different areas, including technical support for home services, general customer service, outbound sales, or customer retention, contributing to a positive customer experience and the company' growth. Responsibilities: - Handle inbound and/or outbound customer interactions via phone and email, addressing a variety of inquiries. - Provide technical support for home internet and TV services, troubleshooting issues and guiding customers to solutions. - Assist customers with billing, payments, order status, and mobile-related technical issues (PIN/PUK, roaming, connection). - Identify opportunities for cross-selling and upselling additional services and products. - Engage with customers considering contract cancellations, aiming to retain their business by offering solutions and attractive offers. - Maintain accurate customer records and ensure high levels of customer satisfaction. Requirements: - Native-level or C1 proficiency in French. - B2 level proficiency in English (for training and support purposes). - Previous experience in customer support, technical support, or sales roles is highly valued. - Significantly advanced oral communication skills. - Relatively advanced PC knowledge. - Familiarity with mobile devices is a plus. Additional Information: - Initial contract duration of 12 months. - Opportunity to earn a sales bonus of up to 900 EUR gross quarterly, based on KPI achievement. - A productivity bonus of up to 240 EUR is available, subject to target achievement. - Salary increase to 1,100 EUR gross/month after 12 months of cooperation. - Receive a transportation bonus of up to 100 EUR per month for on-site work after training. - Further salary increase to 1,150 EUR gross/month after 3 years of employment. - Potential for a hybrid work model (partially remote) after an initial on-site period, depending on team and project specifics. - Performance is tracked through key metrics such as First Contact Resolution (FCR), - Customer Satisfaction (CSAT), Recaller Rate (RCR), Average Handling Time (AHT), Sales Results, and Retention Rate. - Enjoy a structured nesting period of 1-2 weeks for sales roles and 2 weeks for customer care roles to ensure a smooth start.