Bilingual French Customer Service Agents (Contact Centre)

Job descriptionBilingual French and English-Speaking Support Agents Required. As a Level 2 Customer Service Agent, you will handle more complex customer inquiries, escalations, and problem resolution beyond the scope of a Level 1 agent. You will provide advanced troubleshooting, process specialised requests, and support Level 1 agents with guidance and issue resolution. Your role ensures a seamless customer experience by handling cases that require in-depth knowledge, critical thinking, and effective decision-making.Peak Business Consulting is currently looking for Bilingual French speaking customer service agents!Advanced Customer Support & Issue Resolution●      Manage escalated customer issues that require more in-depth troubleshooting or problem-solving.●      Handle complex queries related to billing, technical support, policy exceptions, and complaints.●      Work with multiple departments to coordinate resolutions for high-priority customer cases.●      Provide detailed explanations of company policies, procedures, and resolutions to customers.●      Maintain high customer satisfaction by ensuring timely follow-ups and case resolutions.Operational Excellence & Compliance●      Accurately document escalations and resolutions in the CRM system.●      Ensure compliance with company policies, industry regulations, and data security standards.●      Monitor service levels and proactively work to reduce recurring customer issues.●      Assist in process improvements by identifying common customer pain points.Support for Level 1 Agents & Team Collaboration●      Act as a point of contact for Level 1 agents, assisting with inquiries and providing coaching on issue resolution.●      Conduct peer-to-peer training and knowledge-sharing sessions to improve team performance.●      Escalate critical or unresolved issues to Level 3 support or management when necessary.●      Collaborate with other departments (e.g., IT, Finance, Operations) to resolve customer concerns efficiently. Key Skills & Competencies:  ✅ Strong problem-solving and decision-making skills  ✅ Advanced customer service and conflict resolution abilities  ✅ Ability to multitask and handle high-pressure situations professionally  ✅ Excellent verbal and written communication skills  ✅ Proficiency in using CRM and ticketing systems (e.g., Zendesk, Salesforce, Freshdesk)  ✅ Strong analytical thinking to identify patterns in customer issues and suggest improvements Experience & Qualifications:●      Education: High school diploma or equivalent (required); additional certifications in customer service or technical support are a plus.●      Experience: 1-3 years of customer service experience, preferably in a contact center or support role.●      Technical Skills: Familiarity with advanced troubleshooting, case management, and handling escalations. Working Conditions:●      May require rotational shifts, including evenings, weekends, and holidays..●      Expected to handle a higher volume of escalated contacts while maintaining quality and efficiency. Salary - Market Related + Signature Bonuses! Shifts (24hr EST)Start date: 13 November 2025Location: DurbanSend CV's to: peakbusinessconsultingsa@outlook.com