At a Glance
- Tasks: Provide top-notch customer support and resolve client issues with flair.
- Company: Join a dynamic team at a global leader in innovative solutions.
- Benefits: Enjoy flexible work, generous time off, and comprehensive health benefits.
- Other info: Be part of a diverse team that values creativity and collaboration.
- Why this job: Make a real difference by helping clients and enhancing their experience.
- Qualifications: Fluent in French and English, with strong communication and problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
Due to phenomenal growth, we are seeking a Customer Support Specialist to join our team in London. The Customer Support Specialist will handle Tier I support and client relationships by answering support calls from clients, resolving issues, and ensuring all appropriate follow‑up to confirm complete client satisfaction. The role requires exceptional written and verbal communication skills in English and advanced to fluent level in French. Our support team works closely with the Customer Success and ProdOps teams to ensure speedy resolution of issues, and the specialist must articulate effectively with both technical and non‑technical staff and users. The primary attribute is excellent customer service with superb communication skills, a passion for helping people, and the ability to remain unflappable under pressure.
Key Responsibilities
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather customer information and determine the issue by evaluating and analyzing the symptoms.
- Diagnose and resolve technical and software issues involving internet connectivity, login problems, and more.
- Identify and escalate priority issues per client specification – redirecting problems to the appropriate resource.
- Accurately process and record call transactions using a computer and designated CRM software.
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business, researching solutions using available resources.
Required Experience / Skills
- Experience in phone‑based software application / technical support or call centre supporting end users.
- Exceptional written and verbal communication skills in English and advanced to fluent level in French.
- Working knowledge of Windows OS.
- Proven problem‑solving skills and technical aptitude.
- Superb communication and customer handling skills.
- Ability to think on your feet in a highly demanding and fast‑moving environment.
Benefits
Creativity is ingrained in our culture – we are innovative collaborators by nature, constantly exploring new ways to improve internal processes and serve our clients. We care about our people – Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting‑free days, a generous time‑off policy, and wellness programs. We have teams all over the world – while headquartered in New York City, we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney. Diversity is important to us – growing, maintaining, and promoting a diverse team is a top priority, supported by Employee Resource Groups and resources that encourage dialogue and understanding.
We are a drug‑free workplace. Diligent is a proud equal‑opportunity employer and does not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical or mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including cancer or HIV/AIDS), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal history, consistent with legal requirements. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our application procedures. If you need assistance or an accommodation due to a disability, please contact recruitment@diligent.com.
Customer Support Specialist (+French Speaking) employer: Diligent Corporation
Diligent is an exceptional employer that fosters a culture of creativity and collaboration, making it an ideal workplace for a Customer Support Specialist in London. With a flexible work environment, comprehensive health benefits, and a strong commitment to diversity, employees are empowered to grow and thrive. The company's global presence and focus on employee well-being ensure that team members can enjoy meaningful work while contributing to innovative solutions for clients.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist (+French Speaking)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Diligent Corporation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Diligent Corporation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist (+French Speaking)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Diligent Corporation:Your cover letter is your chance to shine! Tell us why you want to work at Diligent Corporation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Diligent Corporation!
How to prepare for a job interview at Diligent Corporation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
