BtoB/BtoC Agent / Customer Service Representative

A BPO office with fewer than 15 employees.

We operate in the jewelry sector with reference sites: hypnotic.mu, the first online jewelry store in Mauritius, and our French brands phebusbijoux.com and lagarçonnediamant.com.

JOB DESCRIPTION

Role Objective:

As a BtoB and BtoC Customer Service expert, you will be responsible for delivering exceptional service to our professional and individual clients. You will play a key role in ensuring customer satisfaction and loyalty by effectively addressing their needs and resolving issues. The ideal candidate will have excellent written and spoken French, strong communication skills, and a keen sense of customer service. You will manage incoming and outgoing calls, advise clients, and promote our products and services.

Main Responsibilities:

• Telephone Management: Answer incoming calls, handle customer inquiries, and resolve issues efficiently and professionally.
• Email Management: Handle incoming emails, respond clearly and professionally to customer inquiries, and follow up to ensure optimal customer satisfaction.
• Social Media Response: Monitor messages and comments on social platforms, respond promptly and professionally, and resolve issues.
• Customer Follow-Up: Maintain regular contact with existing clients to build trust and loyalty by managing their orders, after-sales service, and delivery follow-ups.
• Administrative Management: Update customer information in our database, draft reports, and perform various administrative tasks related to commercial activities.
• Telemarketing: Make outbound calls to identify new business opportunities, present our products and services, and attract new clients.
• Internal Collaboration: Work closely with other sales team members and relevant departments to ensure a high-quality customer experience.