French Speaking Customer Advisor (Email & Chat Support Only) Porto

Overview

French Speaking Customer Advisor (Email & Chat Support Only). Join Ignite as a French Speaking Customer Advisor (Email & Chat Support Only) on a dedicated
- site team in Porto, Portugal. You will help users via email and chat, contributing to a dynamic project for a globally recognized social media platform. The specific project name is confidential.

Your role is to provide excellent digital customer support and ensure positive, efficient interactions that lead to a satisfying resolution.

Responsibilities

• Deliver
  - quality written support in French through email and chat, addressing inquiries with clear, empathetic, and effective solutions.
• Become a platform expert by quickly understanding the project’s features, policies, and procedures to provide accurate information.
• Troubleshoot customer issues and guide users through resolution steps; escalate complex or technical problems to the appropriate internal teams as needed.
• Document all customer interactions, inquiries, and resolutions accurately in the CRM system for tracking and analysis.
• Identify trends and insights from customer feedback to contribute to continuous service improvement and platform enhancements.
• Collaborate with team members and other internal departments to ensure smooth handovers and a cohesive customer experience.
• Strive to meet and exceed defined SLAs and customer satisfaction targets.
• Stay updated with new platform features and support processes to help users effectively.

Qualifications

• Exceptional French (C2 level): fluent written French for email and chat support.
• Proficient English (B2 level): essential for internal communication and collaboration.
• Customer-focused with a genuine passion for helping people and delivering outstanding experiences.
• Strong
  - solving abilities with attention to detail.
• Adaptable and collaborative, able to work independently and as part of a dynamic team.
• Highly organized with the ability to manage multiple interactions and priorities.
• Flexibility for shift patterns; specifics discussed during the interview.
• Prior experience in customer service or digital support is valued but not required; motivated individuals are welcome and will be trained.
• Legal work documents: valid documents allowing living and working in the European Union/Portugal.

What We Offer

• Competitive salary and compensation package.
• Career growth opportunities with clear paths and ongoing training.
• Comprehensive benefits package, including private health insurance and life insurance.
• Perks and employee discounts designed to enhance
  - life balance and
  - being.
• Relocation package (for candidates outside Porto) with flight tickets and accommodation support.
• Vibrant, inclusive work environment in a modern Porto office with a diverse team.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Technology, Information and Internet