Customer Support Specialist (Voice Agent)

About the role

A growing contact center is looking for motivated, customer-focused Customer Support Agents to join its team. You will provide high-quality support through voice interactions, handling inbound and outbound calls and resolving customer inquiries quickly and positively.

Key responsibilities

• Handle inbound and outbound customer calls professionally and efficiently
• Resolve queries, complaints and requests within defined service levels
• Provide accurate information and solutions during interactions
• Escalate unresolved issues to the right internal teams following process guidelines
• Document call details and resolutions in CRM or ticketing systems
• Maintain compliance with quality, security and process standards
• Follow schedule adherence and productivity expectations, meet individual and team targets, and take part in training and continuous improvement

Required profile

• 1-3 years of experience in contact center, BPO or customer service roles
• Fluent or near-native French and B2-level English
• Experience supporting voice customer support
• Strong communication, problem-solving and multitasking skills, with a customer-focused mindset

Required skills

• Familiarity with contact center metrics such as AHT, SL, FCR, CSAT, quality scores, schedule adherence and utilization
• Basic knowledge of CRM tools and computer systems