• Responds promptly and professionally to customer inquiries via a maximum of two communication channels such as, phone, email, or chat • Provides in-depth information about products and services to customers • Resolves complex customer issues in a timely and efficient manner • Follows up with customers to ensure that their issues have been resolved to their satisfaction • Properly and accurately document customer interactions in the organization’s CRM • Handle cases that require escalation to higher-level support or management and ensure they are resolved efficiently • Effectively manage high-pressure situations, maintaining professionalism and composure while resolving issues • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to resolve customer issues • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Responds promptly and professionally to customer inquiries via a maximum of two communication channels such as, phone, email, or chat • Provides in-depth information about products and services to customers • Resolves complex customer issues in a timely and efficient manner • Follows up with customers to ensure that their issues have been resolved to their satisfaction • Properly and accurately document customer interactions in the organization’s CRM • Handle cases that require escalation to higher-level support or management and ensure they are resolved efficiently • Effectively manage high-pressure situations, maintaining professionalism and composure while resolving issues • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to resolve customer issues • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Handle customer requests submitted via the Customer Portal in alignment with the company's values and goals. • Responsible for timely triage of General Inquiry cases and Licensing cases which involves setting customer expectations, checking for understanding with customers, referral of the request to the correct department, and follow-up to ensure customer satisfaction. • Oversee queue of General Inquiry and Licensing cases in Salesforce. • Identify customer needs via email or phone. • Knowledge of proper referral workflow. • Ensure requests referred to other teams are handled in timely manner, escalating where necessary. • Audit and Update CRM records pertaining to customers and accounts where needed. • Update manager on Sales Team records that need audited. • Communicate with Technical team where necessary for referrals. • Communicate with Sales and Renewals to ensure timely handling of Refer to Sales requests. • Has working knowledge of internal policies and procedures, departments, personal data handling regulations, basic accounting processes, and payroll/HR software. • The obligation to fulfill professional goals and targets based on the performance indicators at the individual, department, company; • The obligation to report and register on time, complete and correct data required on applications and tools / applications specific internal systems; • Any other service tasks and responsibilities assigned by the department manager

Role Description Mercier Consultancy MD is delighted to offer a French Speaking Customer Service Agent position with the opportunity to work in Greece, including paid relocation support. In this role, you will provide excellent customer service to French-speaking clients, ensuring their needs are met with professionalism and care. - Assist French-speaking customers through phone, email, and chat by addressing their inquiries and providing information about products and services. - Resolve customer complaints and issues promptly, aiming to maintain high customer satisfaction. - Document customer interactions accurately in the CRM system for efficient tracking and follow-up. - Collaborate with internal teams to escalate and resolve complex customer issues. - Stay updated on company products, services, and policies to provide accurate information to customers. - Contribute to continuous improvement processes within the customer service department. Qualifications - Fluency in French (both written and spoken); proficiency in English is a plus. - Experience in customer service, ideally with remote work experience or in multinational environments. - Strong communication and interpersonal skills focusing on customer satisfaction. - Ability to handle challenging situations calmly and efficiently. - Proficiency in using CRM systems and standard office software. - Self-motivated and capable of working independently in a remote environment. - Willingness to relocate to Greece with paid relocation assistance provided. - Positive attitude with a strong dedication to delivering outstanding customer service. Benefits - Competitive Monthly Salary - Fully Paid Relocation Package - 2 Extra Salaries Per Year - Fully Paid Training - Health Insurance - And Much More...