Customer Support Agent (m/f/d - 6 Months Contract - 2 Years Expe. Maximum Required

Multicanal Customer Support Agent

Capago is a French provider of outsourcing services for European governments and their diplomatic missions, responsible for financing and managing visa application centres to process their Schengen visa applications.

We currently operate in 9 countries and welcome more than 250,000 visa applicants yearly. As part of our development, we are looking to strengthen our Contact Center department and are looking for a Multicanal customer support agent who is looking for new challenges within a dynamic and human-focused company.

The Multicanal Customer Support Agent (CSA) at Capago has the following objectives:

• Multichannel management: Handling interactions through various channels (chats, emails, phone calls) with standard and platinum applicants.
• Sales conversion: Identifying cross-selling opportunities and promoting additional services to convert standard applicants into platinum applicants.
• Complaint management: Addressing complaints promptly, escalating unresolved issues, and ensuring follow-up to guarantee applicant satisfaction.
• Documents check: Verifying all documents of clients and ensure completion of the application before submission and within the visa type guidelines.
• Outbound campaigns: Conducting outbound campaigns to promote services and gather information from applicants
• Proactive engagement: Understanding applicants needs to provide personalized and accurate recommendations
• Account management: Accessing and updating applicant account information (application history, appointment dates, etc.).
• Compliance with standards: Maintaining a high level of professionalism, meeting response timeframes, and ensuring adherence to company policies and legal regulations.

Skills

• Active listening: Ability to attentively listen to applicants concerns and demonstrate empathy.
• Customer orientation: Prioritizing applicants' satisfaction and commitment to delivering exceptional service.
• Problem-solving skills: Identifying and resolving issues promptly, with strong negotiation and persuasion abilities.
• Time management: Ability to prioritize tasks and meet objectives while maintaining high service quality.

Diploma & Experience

• Bachelor degree in a related field;
• 0-2 years of experience in a similar position;
• Fluent in English & Arabic mandatory - written & spoken;
• French is an advantage