French Speaking Customer Experience Associate

Why work for our client? They are a global community of passionate, fun-loving people who thrive on making a difference on behalf of the world's most exciting brands. They thrive on making a difference in the lives of people and businesses. They bring passionate, fun-loving people together and give them the freedom and tools they need to look after their clients' customers as if they were their own. Every employee brings humanity and empathy to their work. For their clients, that makes a tangible and valuable difference to the brands and their businesses. Their environment is a great place to grow. They promote creative, agile thinkers who strive to enjoy every day at work. They don't rest until they find a better, smarter, more human way.   JOB PURPOSE: Engage with and resolve client issues via e-mail and via Zendesk. As the first point of contact, you will be responsible for carrying out root cause analysis and resolution in a timely and effective manner.   ACCOUNTABILITIES & DELIVERABLES: Providing excellent customer experiences at all time Provide an understanding of investment, personal finance, and stock trading concepts in a simple and accessible way Meet or exceed daily volume targets Be a key part in monitoring, facilitating, and improving operational processes and working with the back-office team to deliver exceptional service to clients. You will be responsible for ensuring the success of your clients and queues by leveraging all resources to provide a best-in-class user experience. Verify & update customer information Proactively offer solutions to any issues or concerns that customers might face Outstanding administrative skills that cover planning, organizing, and time management skills Ownership of the customer experience and follow-through Working to a high degree of accuracy and speed Able to comprehend complex customer queries To be able to identify when to escalate customer queries and complaints timeously Be able to pass all training modules during new hire and ongoing campaign training   PERSON SPECIFICATION ( Essential) Matric Clear criminal and credit record High level of English proficiency (both verbal and written) Computer literacy - the ability to speedily navigate multiple systems effectively Effective problem-solving skills Proven experience in delivering exceptional customer care Results-orientated with solution-driven mentality Positive attitude and motivated mindset Quality of interaction Availability to work shifts in a 24/7 environment      EXPERIENCE: Minimum 12 months of international Call Centre experience (Essential) Experience with phone, chat, and email support Experience working with Zendesk (Advantageous) Experience working within an international financial services campaign (Advantageous)