Customer Service Specialist French and English Speaking (M/W)

Phénicia Conseil for an International Group, global leader in certification, committed to fostering digital trust through education, certification, and certificate programs across various disciplines, with a presence in over 150 countries, is looking for an:

Customer Service Specialist (M/W)

Local contract, Prishtina, Republic of Kosovo,

“He/She will promote and improve our client’s customer service values by offering high-quality service before, during, and after customers complete their transactions”

 Duties and Responsibilities:

• Resolve customer service inquiries and build relationships with customers.
• Manage incoming calls, emails, chats, and IVR systems.
• Assist customers in understanding and maximizing our digital services.
• Provide high-quality service to improve the Net Promoter Score.
• Handle support cases with professionalism and empathy.
• Stay updated on digital system and process changes.
• Inform colleagues and management of potential customer issues.
• Develop policies, procedures, forms, and customer service strategies.
• Draft support scripts, FAQs, manuals, and update the Help Center.
• Identify improvement areas and communicate customer call trends.

Competencies:

• Bachelor’s degree in IT, Business Administration, or Management.
• 1-3 years of relevant experience.
• Experience with customers and colleagues in different time zones.
• Advanced computer systems and MS Office skills.
• Strong problem-solving and analytical abilities.
• Excellent communication, active listening, and presentation skills.
• Ability to work independently with minimal supervision.
• Proficiency in French (written & verbal) and in English (written & verbal).

Important to know :

Contract type: He/She will start with 3 months with a Service contract, working remotely.

Upon successful performance, after 3 months the person will be asked to relocate to Prishtina, Kosovo and will have a full-time contract based on Kosovo labor law

At the beginning: 2 weeks accommodation provided.

Type: Full-time, four-days a week

Language: French and English

Send your CV in English to: paolo.bossi@recrutement-phenicia.fr