Customer Service Representative

il y a 1 semaine


Lyon, Auvergne-Rhône-Alpes, France Apsis - an Efficy company Temps plein

About the Role

We are seeking a highly skilled Customer Care Officer to join our Professional Services & Customer Care team. As a Customer Care Officer, you will be responsible for handling incoming questions and inquiries from our customers, analyzing and resolving functional issues, and monitoring the on-time handling of questions within set objectives.

Key Responsibilities

  • Handle incoming questions and inquiries from customers via email, phone, and online chats.
  • Analyze and resolve functional issues by watching via TeamViewer with users.
  • Monitor the on-time handling of questions within set objectives.
  • Take both telephone and email inquiries received.
  • Contribute to the knowledge database of troubleshooting guides.
  • Maintain knowledge of our CRM tools and internal procedures.
  • Manage and draft standard texts and instruction documents to make the customer care process efficient.
  • Update customer records after each interaction with that customer.

About You

  • Fluency in French with a proficiency level in English.
  • Strong communication and problem-solving skills.
  • Experience with Microsoft Office, particularly Word and Excel.
  • Stress-resistant.
  • Willingness to learn.
  • Team player.
  • Knowledge in the IT domain.
  • A first experience in a similar position in the software/CRM industry is a plus.


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