French Bilingual Customer Care Representative

Alta Resources • Fort Myers, FL

5d

About The Position

The French Bilingual Customer Care Representative provides professional, high-quality customer service and sales support to existing and prospective customers using a consultative approach aligned with Alta Resources’ and its clients’ cultures and philosophies. Work may include inbound and outbound calls, email, chat, letters, fax, mail and sample fulfillment, data entry, surveys, order validation, and social media. Additional activities may include updating reports, helping test new surveys and processes, and conducting some data analysis. The representative facilitates, analyzes, and resolves customer issues; provides product support; and investigates questions or follows up to address concerns accurately and promptly to support customer retention and loyalty.

The role requires consistently meeting team and client performance measures, goals, and deadlines in a fast-paced environment. The representative handles customer and client information confidentially, maintains accurate records, develops product knowledge, collaborates with coworkers and clients, and may identify sales opportunities or translate between a foreign language and English. The position has no direct reports but involves supporting strategic initiatives, personal development, and application of Six Sigma methodologies.

Requirements

• Fluency in French and English for this role.
• High school diploma or equivalent (GED or HSED).
• Previous work experience in customer service, sales, training, or member retention.
• Excellent interpersonal, verbal, and written communication skills; polished telephone demeanor and etiquette.
• Ability to demonstrate patience, empathy, listening skills, tact, and professionalism when handling customer concerns and high-tension situations.
• Ability to follow process flows or scripts and retain information.
• Ability to prioritize complex responsibilities, multitask, stay organized, manage time, and work with minimal supervision while maintaining focus and accuracy.
• Logical decision-making, troubleshooting, and problem-solving skills; sound judgment, ownership of issues, and appropriate escalation and follow-up.
• Ability to maintain confidentiality when handling sensitive customer and client information in accordance with company, client, and regulatory requirements.
• Flexibility and adaptability to changing business and team needs.
• Ability to meet deadlines and performance metrics, work independently and collaboratively, assist teammates, and contribute to team goals in a fast-paced environment.
• Ability to accept and apply coaching and feedback; reliability and a strong work ethic.
• Ability to learn complex program and product information quickly and use a PC with multiple software applications in a Windows environment while speaking with customers by phone using a headset.
• Beginner-to-intermediate proficiency with Microsoft Word, Excel, PowerPoint, and Outlook; ability to use multiple Internet search windows and learn new software and technology applications.
• Efficient and accurate data entry and typing/keyboard proficiency.
• Ability to read and comprehend simple instructions and short correspondence, write simple correspondence, and present information effectively in one-on-one and small-group settings.
• Ability to perform basic arithmetic, including adding and subtracting two-digit numbers and multiplying and dividing with tens and hundreds, including calculations involving American units of money, weight, volume, and distance.
• Ability to apply common-sense understanding to written, oral, or diagrammed instructions and handle problems involving several concrete variables in standardized situations.

Nice To Haves

• Post-high-school education.
• Industry experience or experience in another service-related industry.
• Beginner-to-intermediate knowledge and use of Microsoft Word, Excel, PowerPoint, and Outlook is desired.

Responsibilities

• Deliver professional, high-quality customer service and support through verbal and written communication and effective telephone techniques.
• Troubleshoot and resolve customer issues by providing solutions, recommendations, replacements, and product information, and by gathering information as appropriate.
• Complete and maintain paperwork and records, entering accurate data into CRM, client systems, and other technology.
• Balance orders, update reports, assist with testing surveys and processes, and perform some data analysis as assigned.
• Identify potential sales opportunities and recommend related products when appropriate.
• Translate and interpret between a foreign language and English when needed.
• Prioritize and complete daily tasks within established timelines, with minimal management direction.
• Meet team and client performance metrics, goals, and deadlines; provide backup support to other teams as needed.
• Obtain and regularly update product knowledge.
• Build positive working relationships with clients, coworkers, and people across the organization; provide updates and reporting as needed.
• Recommend improvements to services, products, procedures, or packaging to support operational excellence or prevent recurring issues.
• Report training needs and system errors or discrepancies to a supervisor.
• Support strategic initiatives, personal development, and the application of Six Sigma methodologies.
• Maintain regular attendance, punctuality, and adherence to the agreed-upon schedule.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED