Customer Support Executive

Position Summary: The Incumbent will be responsible for handling escalated customer issues and ensuring timely resolution while delivering an exceptional support experience. The ideal candidate will have strong French communication skills (B2 level or above), excellent problem-solving abilities, and a proactive approach to customer service.

Key Responsibilities:

• Manage and resolve escalated customer issues in a timely and professional manner.
• Act as a primary point of contact for complex customer queries and deliver effective solutions.
• Communicate with customers via email, phone, and chat to address and resolve concerns.
• Collaborate with support team members to gather insights and ensure accurate issue resolution.
• Identify recurring trends in escalations and work with teams to implement proactive improvements.
• Maintain detailed records of customer interactions and escalations in the CRM system.
• Provide customer feedback to product and service teams to support continuous improvement.
• Build strong customer relationships through empathetic communication and effective problem resolution.
• Work closely with the North America team to understand workflows and offload designated tasks to India operations.
• Ensure timely execution of offloaded tasks while maintaining the quality standards expected for Canada customer support.
• Provide regular updates and reports on progress and operational activities.

Requirements:

• French language proficiency (B2 level or above) – mandatory
• Proven experience in customer support or a similar client-facing role
• Comfortable handling inbound/outbound calls, emails, and chat in a blended support environment
• Excellent verbal and written communication skills with strong customer service orientation
• Strong problem-solving, analytical, and multitasking abilities with attention to detail
• Familiarity with CRM tools and customer support platforms
• Ability to collaborate effectively within teams and adapt in a fast-paced environment