Customer Operations Specialist // Francophone - Remote

Overview

As Customer Operations Specialist // Francophone you will be accountable for effectively enabling all customer touchpoints and managing operational partner relationships, by delivering solutions to challenges and opportunities identified.

In Short

• Proactively drive operational efficiencies of the customer experience.
• Identify opportunities for continuous service improvement.
• Provide support and training to customer service agents.
• Build excellent internal and partner stakeholder relationships.
• Initiate and drive projects to improve customer experience metrics.
• Observe customer calls and prepare insightful reporting.
• Manage customer escalations and support queries.
• Track and report on technical incidents affecting customer experience.
• Assist in managing internal customer support systems.
• Support integration of new partners and products.

Requirements

• Tertiary qualification in Operations or Business Administration.
• 2 - 5 years in a customer-centric relationship management role.
• Bilingual proficiency in English & French.
• Exposure to a call centre environment is advantageous.
• Strong relationship management and communication skills.
• Project management skills and results-oriented.
• Ability to multitask and manage time effectively.
• Reporting, analytical, and logical skills.
• Creative and solution-oriented.

Benefits

• Collaborate with smart, engaging people.
• Work for impact.
• Continuous growth and learning opportunities.
• Encouragement to take risks.
• Flexible work practices.
• Autonomy and empowerment to lead.