CALL CENTRE AGENT FRENCH MARKET

At Factorial we're looking for a new Call Center Agent for the French Market to help us boost the company to the next level.
We believe in developing our team, spreading our company culture, and sharing our views on how Human Resources can make a difference for organizations all over the world.
Ready to be part of the challenge?
The Call Center Agent is the frontline representative of the company, responsible for delivering excellent customer service by answering inquiries, resolving issues, and providing information about products or services. This role requires strong communication skills, a customer-centric attitude, and the ability to handle a high volume of interactions efficiently and professionally.

Handle incoming calls from customers, providing timely and accurate information.
Resolve customer complaints and issues by identifying solutions, escalating when necessary, and ensuring follow-up until resolution.
Deliver exceptional service to ensure a positive customer experience and maintain customer satisfaction.
Develop a thorough understanding of the company’s products, services, and policies to address customer inquiries effectively.
Stay updated on new product launches, changes in processes, and company updates.
Diagnose customer issues, troubleshoot problems, and provide appropriate solutions in a calm and professional manner.
Collaborate with other departments when needed to ensure comprehensive resolution of customer concerns.
Accurately record call details, customer information, and resolutions in the CRM or call tracking system.
Manage a high volume of calls while meeting quality standards, including first-call resolution and average handling time.
Achieve individual and team KPIs, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and adherence to service level agreements (SLAs).
Participate in team meetings, training sessions, and coaching to enhance skills and knowledge.

Your Profile

Fluency in English and expert-level proficiency in French are essential.
Previous experience in a call center, customer service, or related role is an advantage but not mandatory. You are proactive and you like to put forward new ideas.
Familiarity with CRM software, call center tools, or ticketing systems is a plus.
Excellent verbal and written communication skills.
Strong problem-solving and conflict-resolution abilities.
Ability to multitask and work in a fast-paced environment.
Patience, empathy, and a customer-focused attitude.

Perks of being part of our team

High growth, multicultural and friendly environment
Save expenses with Cobee and get your salary in advance with Payflow
Healthy life with Gympass ♀ and Alan as private health insurance
Language classes with Yolk Academy
Syra discounts, Nora & Apeteat lunch
Flexible schedules ⏰, pet Friendly and no dress code!

About us
Factorial is an all-in-one HR Software fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data and make better business decisions. Currently, serves thousands of customers in over 60 countries all over the world and across industries, it has built a super diverse and multicultural team of over +900 people in Barcelona, Brazil, Mexico, and EEUU offices.
Our Values

We own it: We take responsibility for every project. We make decisions, not excuses.
We learn and teach: We're dedicated to learning something new every day and, above all, share it.
We partner: Every decision is a team decision. We trust each other.
We grow fast: We act fast. We think that the worst mistake is not learning from them.

Wanna learn more about us? Check our website!