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Bilingual Support Agent

Location: Newcastle

Salary: £19760

Job Type: Permanent

Job ID: 168845

We are working with a well-known global brand to source Bilingual Support Agents (French and English).

Their Consumer Relationship Centre is at the heart of their strategy to engage with their customers. They are always on the lookout for creative, entrepreneurial spirits who share a passion for technology. 

If you are ready for a challenge, are fluent in written and spoken French alongside English, full of new ideas and ready to play a role in their ongoing success, we would love to hear from you.

  • Consistently provide solutions to their French and English customers and deliver an exceptional customer experience with every interaction.

  • Support both French and English contacts using webmail & chat, and potentially forums and social media in coordination with Team Leads.

  • Act with autonomy and creativity to delight and astound customers with knowledge and passion for their products.

  • Look for opportunities to improve the customer experience by sharing consumer feedback and recommendations to internal Production & Business teams.

Your mission is to:

  • Monitor allocated territory queues to ensure SLA’s are met.

  • Proficient in troubleshooting technical issues.

  • Develop a deep knowledge of products and process.

  • Provide first contact resolution of player issues

  • Take personal ownership of customer requests & provide exceptional player experience as measured through player surveys and internal SLAs.

  • Support your team leads, new projects and the wider business as and when required.

  • Show flexibility to work shifts as needed with an understanding for the demands of the business and our consumers.

You are a skilled professional and expert in the following:

  • Fluent English & French

  • Strong technical ability– ability to troubleshoot effectively in a technical environment

  • Excellent spelling and grammar

  • Experience of Customer Support ticketing tools, knowledge of Salesforce is a plus

  • Great understanding of social media activity and its impact with customers - a knowledge in using Salesforce would be desirable

  • Proven people skills & strong team player

  • Strong communication skills with the ability to work in a complex organisational structure.

  • Good organisation and logical thinker