DESCRIPCIÓN:

General Description We are looking for a dedicated and knowledgeable Home Security Expert to join our customer experience team in a BPO/call center environment. In this role, you will be responsible for assisting customers with home security solutions, addressing inquiries, troubleshooting technical issues, and providing guidance on the best products and services to meet their security needs. The ideal candidate will have strong communication skills, a deep understanding of home security systems, and the ability to deliver exceptional service in a fast-paced environment. Fluency in French is mandatory for this position, as the role requires interacting with French-speaking customers. Key Responsibilities Serve as the main point of contact for customers, offering expert guidance on home security systems via inbound calls. Address and resolve customer inquiries about security equipment, monitoring, or account issues in English and French. Maintain a high level of communication with peers to ensure consistency in handling escalations and complex cases. Develop and maintain strong relationships with customers, understanding their security needs and concerns. Monitor customer interactions proactively, identifying opportunities to enhance their service experience. Collect and analyze customer feedback to contribute to improvements in security support processes. Pivot to assisting queues with more complex requests when priority queues are empty, or as needed. Work closely with the management team to monitor, manage, and recover call backlogs effectively. Conduct regular follow-ups with customers to ensure their security-related concerns are fully addressed. Collaborate with Support teams to address customer needs and improve service delivery. Requirements Work Modality: Must be flexible to work on-site Education: Minimum High School Diploma or equivalent certification required. Language: English B1 Spoken & Written (CEFR) and French B1 Spoken & Written (CEFR). B