About this role
We are seeking an enthusiastic and empathetic French-speaking Customer Support Agent to join our growing team in Chișinău, Republic of Moldova. In this role, you will be the voice of our organisation, delivering exceptional support to our French-speaking customer base. You will handle customer enquiries across multiple channels, resolve issues efficiently, and ensure that every interaction reflects our unwavering commitment to customer satisfaction. This is an excellent opportunity to advance your career in a customer-focused environment, where your communication skills and genuine care for customers truly make a difference.
Answer customer questions via phone, email, and chat in French, with professionalism, courtesy, and enthusiasmResolve customer issues promptly and provide quick, effective solutions whilst maintaining detailed documentationDocument all customer interactions accurately and maintain comprehensive records within our support systemIdentify and escalate complex issues to the appropriate departments or senior staff in a timely mannerFollow up with customers to ensure their concerns have been fully resolved and their satisfaction is achievedMaintain a friendly, empathetic, and organised approach whilst handling multiple customer requests simultaneouslyContribute actively to a positive team environment by sharing best practices and collaborative insights with colleaguesMeet performance goals related to response time, resolution rate, and customer satisfaction scoresProvide constructive feedback to management regarding common customer concerns and opportunities for product improvementsDemonstrate resilience and flexibility in adapting to evolving customer needs and organisational priorities Required Qualifications:
Fluency in French (written and spoken); proficiency in English is highly desirable Proven experience in customer support, customer service, or a related role Strong communication and interpersonal skills, with the ability to remain calm and composed under pressure Excellent problem-solving abilities and meticulous attention to detail Working knowledge of IT systems and customer relationship management (CRM) tools Ability to multitask and prioritise effectively in a fast-paced, dynamic environment Demonstrated empathy, patience, and genuine care when interacting with customers High school diploma or equivalent qualification Proficiency in using ticketing systems and support documentation platformsDesirable Qualifications:
Experience with best practices in customer support and service excellence Additional language skills, such as Romanian, English, or other European languages Familiarity with induction processes and onboarding systems Knowledge of customer service appraisal methodologies Experience in a multicultural or international customer support environment Certification in customer service or related professional development Schedule 9:00 - 21:00 (8 hours rotational shift), 40 hours weeklyWork in the office or remotely