Job insights

  • Date posted

    08/07/2024

  • Closing date

    07/08/2024

  • Hiring location

    Center

  • Offered salary

    Rs20,000 - Rs28,000

  • Experience Level

    Middle

  • Experience

    1 - 3 Years

  • <

    Remote work option

    Yes

  • Expatriate Eligibility

    Yes

Key responsibilities

  • Responding to customer inquiries through inbound, outbound calls and through social media platforms 
  • Handle complaints, cancellations and respond to customer requests
  • Ensure customer satisfaction by proposing appropriate solutions
  • Escalate incidents to technicians

Good to know

Goals & Performance Metrics:

As a Customer Service Representative at Canal+ Contact, your primary goal is to ensure exceptional customer satisfaction by promptly and effectively resolving inquiries and issues. You'll strive for first contact resolution, aiming to address customer needs on the initial interaction and maintain efficient response times.

You will be evaluated on the professionalism, accuracy, and empathy displayed in customer interactions.

Performance will be measured through metrics such as :

- Customer satisfaction
- Quality score
- Volume of sales
- Productivity - Average handling time, number of calls taken/hour

N+1 Management Style:

Each Customer Service Representative receives instructions from their supervisor on handling customer inquiries, resolving issues, and achieving team goals.
Managers balance supervision with autonomy, fostering a collaborative and empowering work environment; providing feedback, and direction to ensure optimal performance.

Career Progression Opportunities:

Customer Service representatives who demonstrate strong performance and leadership qualities may be promoted to senior roles such as mentoring and coaching junior team members, and other management roles depending on the performance and experience. Opportunities to transition into roles in other departments or functions within the organization such as training, quality assurance, administration and support are also accessible since Canal+ Contact values internal mobility by leveraging new skills and experience.

Benefits & Culture:

At Canal+ Contact, we're more than just a workplace - we're a community committed to empowering our employees to thrive and succeed.

Whether you're working in-office or from home, you'll find a supportive and collaborative team committed to helping each other succeed. We also prioritize open communication, autonomy, and mutual respect.

We believe in fostering a culture of inclusivity, respect, and collaboration. Your unique talents and perspectives are valued here, and you'll find supportive people ready to help you grow and succeed.

Candidate Selection Criteria:

- Minimum HSC
- Fluency in French (spoken & written)
- Good interpersonal and computer skills
- Good listening and adaptation skills
- Open-minded to learning new technologies on a regular basis
- Able to manage and resolve conflict situations on calls
- Experience in sales is an asset
- Professional attitude
- Team spirit - to be able to achieve common goals
- Agility to handle more or less technical issues on different products (Internet/telephone/TV) and via different channels (Voice, digital)

Work condition:

5 days a week, shift System :
7am-4pm,
10am-7pm,
4pm-01am,
7pm-04am

- Work form home : 1d/5 (conditions apply)

- Trial period: 3 to 6 months

Message from your futur manager N+1:

Are you passionate about providing exceptional customer service and making a difference in people's lives? Join a company that's at the forefront of customer relations expertise for the French overseas territories. At Canal+ Contact, you'll be part of a team that's shaping the future of customer service in an ever-evolving industry

Interested in this job?.

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