French Customer Service Specialist

Position: French Customer Service Specialist
Location: Bucharest, Romania
Contract Type: Permanent contract
Work Mode: Hybrid (2 days of remote work per week)
About the Role

We are looking for a French Customer Service Specialist who is passionate about customer relations, possesses excellent interpersonal skills, high rigor, and a genuine problem-solving mindset.

As a vital member of our Support team, you will play a key role in shaping our user experience. Your mission will be to provide fast, relevant, and personalized responses while actively contributing to the continuous improvement of our processes and overall customer satisfaction. You will serve as a dedicated point of contact for our users, managing their requests from initial contact to full resolution.

Key Responsibilities

1. Customer Support & Case Resolution

• Respond to customer inquiries with reactivity, professionalism, and empathy across various written channels (emails and ticketing tools) while meeting Service Level Agreements (SLAs).
  
• Take end-to-end ownership of customer requests, ensuring complete resolution, necessary follow-ups, and reminders until the client is fully satisfied.
  
• Diagnose and resolve user issues by providing clear, precise, and tailored solutions for each unique situation.
  
• Utilize and contribute to the optimization of our support tools and ticketing platforms to improve team organization and processing efficiency.
  

2. Process Improvement & User Insights

• Participate in the continuous improvement of customer service by identifying recurring friction points and process optimization opportunities.
  
• Analyze customer feedback and escalations to pinpoint recurring issues and contribute to enhancing the overall user experience.
  
• Proactively escalate complex requests or technical incidents to the appropriate internal teams, providing all necessary details for swift resolution.
  
  

3. Reputation & Community Engagement

• Monitor customer reviews and feedback published across various platforms, helping to foster a positive brand image.
  
• Encourage satisfied users to share their experiences, thereby contributing to the growth of our reputation and community relations.
  
  
  

Requirements

Experience & Tools

• A successful first experience in customer service, user support, customer success, or a similar customer-facing environment.
  
• Prior experience in a digital, SaaS, or tech environment is a strong plus.
  
• Highly comfortable with digital tools and ticketing platforms.
  

Languages

• Excellent command of written and spoken French (at least C1/advanced level) is mandatory.
  
• A good command of English is a strong plus.
  

Key Skills & Mindset

• Communication & Rigor: Excellent writing and communication skills, sharp attention to detail, and a constant focus on quality.
  
• Organization: Strong organizational skills with the ability to multitask, prioritize requests, and strictly adhere to deadlines and SLAs.
  
• Problem-Solving: Solution-oriented mindset; you naturally seek to understand a situation deeply before proposing a fix.
  
• Resilience: Ability to remain calm, professional, and constructive when handling complex situations or dissatisfied customers.
  
• Interpersonal Skills: Deep empathy, active listening skills, and a strong collaborative team spirit to work effectively across different departments.
  
• Adaptability: A keen interest in digital products and a comfort level working in a dynamic environment where processes regularly evolve.
  

Benefits

• Indefinite contract
  

• Hybrid model
  

• Daily meal voucher
  

• Private health insurance
  

• Challenging working environment
  

• Employee events
  

• And many more!