Customer Support Rep (francophone))

Customer Support Representative (Francophone)

As a Customer Support Representative at Raenest, you'll be the first point of contact for our users, delivering exceptional support across various channels. You'll handle inquiries, troubleshoot issues, and collaborate with cross-functional teams to provide timely and effective solutions. Your role will be integral in maintaining our high standards of customer satisfaction and ensuring users have a seamless experience with our platform.

Key Responsibilities

• Respond to customer inquiries via email, chat, calls, or other designated channels in French and English.
• Respond promptly to a large volume of customer requests, ensuring timely and accurate resolutions.
• Understand customer concerns, provide timely, tailored solutions, escalate complex problems, and follow up to ensure resolution.
• Document and categorize user feedback to contribute to product improvements.
• Collaborate with cross-functional teams, such as Compliance and Product, to address user concerns effectively.
• Identify and report recurring issues or bugs to the Product or Compliance team to enhance user experience.
• Ensure that all customer interactions are accurately documented in the support platform for transparency and follow-up.
• Work with Tier 2 support or specialized teams to resolve escalated user issues efficiently.
• Maintain a strong understanding of Raenest's services, policies, and processes to provide accurate information to users.
• Meet and exceed key performance metrics, including response time, resolution rate, and CSAT scores.

Qualifications

Additional information

Remote friendly

Training Budget

Team building events

Growth Opportunities

Paid Time Off