Customer Service Representative with French

Our requirements

• Bachelor's degree preferred.
• Previous experience in Customer Service, Shared Services, or a Contact Center environment.
• B2B customer service experience is an advantage.
• Very good French language skills (minimum C1 level) – spoken and written.
• Very good English language skills (minimum B2 level) – spoken and written.
• Good IT skills, including Microsoft Office (especially MS Excel).
• Experience working with ERP, CRM, and ticketing systems, such as SAP, JDE, JDE CRM, Salesforce (SFDC CRM), ServiceNow, or similar.
• Very good communication and customer service skills.
• Very good analytical and problem-solving skills.
• Empathy, active listening, and the ability to build positive customer relationships.
• Strong organizational skills, attention to detail, and the ability to prioritize tasks in a fast-paced environment.
• Ability to work independently as well as collaboratively in an international team.

Your responsibilities

• Main Duties:
• Handle inbound and outbound customer inquiries via phone, email, and post, ensuring timely and professional support.
• Manage customer operational issues and resolve inquiries efficiently.
• Provide customer service for B2B and B2C customers, including customer agreements, wholesale process coordination, loyalty programs, pricing and discounts, payment orders, credit limits, fuel cards, invoices, reports, customer complaints, and other service-related inquiries.
• Maintain and update customer information in databases and IT systems, including JDE, JDE CRM, Salesforce (SFDC CRM), ServiceNow, and other relevant ERP, CRM, and ticketing systems.
• Register and maintain customer contacts, complaints, requests, and case information, ensuring accurate and timely data entry.
• Take ownership of customer complaints and issue resolution, collaborating with internal stakeholders to provide effective solutions and ensure clear customer communication.
• Cooperate with internal departments and external partners to ensure high-quality customer service and participate in quality assurance activities, including call calibration.
• Participate in customer service projects and continuous improvement initiatives in line with business priorities.
• Prepare and maintain customer service documentation, procedures, and written responses to customer inquiries and complaints.
• Meet agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, and productivity targets while delivering a high level of customer satisfaction.
• Provide backup support for team members during planned and unplanned absences.
• Perform duties on a shift basis (morning or evening shifts) when required by business needs.
• Ensure continuity of customer service by participating in the agreed on-call or extended working hours schedule, with additional compensation provided in accordance with company policy.
• Perform all duties and responsibilities in accordance with this job description.
• Exercise assigned responsibilities and authority in a professional and ethical manner.
• Maintain the confidentiality of customer, company, and business information, ensuring compliance with GDPR and the Company's data protection and confidentiality policies.
• Comply with all applicable laws, regulations, the Employment Contract, company policies, and internal procedures.
• Adhere to the Company's Code of Conduct, workplace rules, and organizational standards.
• Follow all health, safety, and occupational hygiene requirements.
• Deliver performance in line with agreed KPIs, SLAs, quality standards, and productivity targets, while maintaining a high level of customer satisfaction.
• Contribute to a positive, collaborative, and customer-focused working environment.

What we offer

• Contract of employment
• Annual bonus
• Private medical care
• Cafeteria Platform/Multisport
• Language lessons subsidized by the company
• Group insurance
• Two additional days off (Good Friday, Friday after Corpus Christi) – with the possibility of exchanging for other holidays
• Employee Referral Bonus Program
• Attractive discounts for products and services at our stations
• Employee stock purchase plan
• Employee Assistance Program (Lyra)
• Modern and convenient office that you can virtually visit here - https://goo.gl/maps/CLteHfYcdYMbdESq6
• Trainings & possibility to develop skills in a wide international environment

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• remote work opportunities
• fruits
• corporate products and services at discounted prices
• video games at work
• coffee / tea
• drinks
• leisure zone
• employee referral program
• charity initiatives
• extra leave

Circle K Business Centre Poland Sp. z o.o.