French Customer Service Agent

Job Title: French Customer Service Agent Location: Nashville, TN Duration: 3 Months+ (Possible Extension) Description: · French Customer Service Agents needed to support French customers. · Need to Speak French Job Responsibilities: · Ensures the resolution of complex and high-priority customer issues, coordinating with internal teams to deliver comprehensive and timely solutions. · Utilizes advanced analytics to monitor and evaluate agent performance, preparing detailed reports to drive data-informed decision-making and coaching. · Possesses the ability to remove entitlement roadblocks when the quotes team is not available and assists customer service manager with agent feedback and coaching. · Coordinates with workforce management on agent tardies and absences and uses knowledge, tools, and applications simultaneously to quickly connect care providers with solutions. · Analyzes and interprets customer feedback to identify systemic issues, recommending strategic improvements to enhance overall service quality, working under limited supervision. · Develops and implements advanced troubleshooting procedures for challenging technical problems, ensuring effective and efficient resolutions. · Provides support to customers on a range of sophisticated product and service inquiries, leveraging in-depth knowledge and experience. · Utilizes advanced analytics to monitor and evaluate service metrics, preparing detailed reports to drive data-informed decision-making. · Executes training programs for both customers and internal teams, focusing on complex service issues and advanced product features. · Reviews and validates high-impact service requests and orders, ensuring precision and accuracy in processing and execution. · Executes customer experience initiatives by proactively identifying and addressing potential service gaps and areas for improvement. · Guides junior team members, providing advanced training and support to develop their skills and improve their handling of complex issues. · Drives continuous improvement efforts by leading initiatives to refine service protocols, integrate new technologies, and enhance customer interactions. Minimum required Education: High School Diploma, Vocational Education Minimum required Experience: Minimum 2 years of experience in Customer Success, Customer Service, Customer Support or equivalent. Minimum required Certification: N/A Preferred Skills: Preferred Education: Bachelor's Degree or equivalent Preferred Experience: 3-5 years of Customer Service experience Preferred Certification: N/A Skills: Data Analysis & Interpretation, Root Cause Analysis (RCA), Troubleshooting, Customer Relationship Management (CRM) Software, Microsoft Office, Data Entry, Documentation & Reporting, Administrative Support, Escalation Management, Customer Response Management, Customer Satisfaction Techniques, Customer Service Software, Technical Support