Relationship Manager with French and English

We’re looking for a customer-oriented Relationship Manager with French and English to support our clients with excellent customer service while managing high-severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you’ll act as liaison between end-user customers and our client’s representatives to ensure quality resolutions are achieved.  

Responsibilities:

• Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
• Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.
• Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
• Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior specialists as needed or requested by management.

•  2-3 years of experience in customer service, customer support, or technical support is required.
•  Proficiency in both written and spoken French and English.
•  Some higher-level education is preferred.
•  Certifications relevant to the product are helpful.
•  Familiar with Microsoft products, programs, and services.
•  Customer service experience and a desire to learn new technical skills.
•  Strong negotiation and problem-solving skills.
•  Good at developing and maintaining positive working relationships.

• Stable job and career development opportunities (training and certification)
• Fully paid training
• Full-time job
• Hybrid position
• Attractive performance incentives
• Additional health insurance incl. Dental insurance
• Special discounts and benefits (food vouchers, Multisport card etc.)
• Employee referral program