Socially-oriented telephone advisor

Your responsibilities

As a 1st line call center agent in the Care&Social department (DC&S), you are the first point of contact for our customers and contribute directly to the quality of their experience.

• You will greet customers by phone and build trust, taking into account their personal situation and specific needs.

• You answer incoming calls in accordance with the values of the service as well as the standards of quality and productivity.

• You will analyse each request in a global and synthetic way in order to quickly understand what is at stake in the situation.

• You identify the customer's needs and propose the most appropriate action (information, advice, guidance, intervention, etc.).

• You rigorously encode requests in the tools provided, respecting the procedures and decision trees (orders, transport, other requests).

• You will follow up on files if necessary, in particular via outgoing calls and the management of requests received by e-mail.

• You apply the rules of use and encoding of the various digital tools at your disposal.

• You contribute to the continuous improvement of processes by reporting anomalies and being a source of proposals to optimize the service provided to customers.

Your profile as a 1st line call centre agent: 

• You have a Bachelor's degree and/or have significant experience in customer contact (call center ideally).

• You have a perfect command of French ; Knowledge of other languages is an asset.

• You have excellent active listening, communication (assertiveness, empathy) and administrative rigor.

• You appreciate telephone contact, handle different subjects efficiently.

• You are comfortable with IT/digital tools, quickly learn new systems.

• You are motivated by the qualitative/quantitative objectives of customer satisfaction and productivity.

• You are stress/pressure resistant, with a professional and solution-oriented attitude.

• You have an analytical/synthesis mindset, are customer-oriented, with good team spirit and collaboration.

1. Phone Screening

2. Personality questionnaire and reasoning tests

3. Interview with the recruiter and the company

4. Here we go! 🚀