French Bilingual CSR

About FGC+

#SparkSuccess at FGC+!

Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, weve built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication.

Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success.

Here, you are more than just an employee—you are part of a team where you can truly thrive and make a difference.

About The Job

Join our dynamic team and play a vital role in delivering world-class customer service! As a French Bilingual Customer Service Representative (CSR), youll have the exciting opportunity to engage directly with our valued customers (retailers), their end users, and our expert technical service partners. Your day-to-day will involve providing prompt, accurate, and helpful support via phone and email. Youll be the go-to person for everything from verifying product warranties to troubleshooting issues, scheduling repairs, and ensuring smooth post-installation experiences. This is a chance to make a real impact while helping customers get the most out of our products.

What Youll Do

• Become an expert in company platforms and processes to identify opportunities for improving
• Customer Care/Service management and workflow efficiency, in collaboration with the Director of Technical Services and Director of Parts & Engineering.
• Enhance customer retention by proactively addressing issues that could lead to customer churn, ensuring the successful execution of customer service processes. Serve as a key escalation point for complex service-related issues, managing customer expectations and ensuring timely resolutions throughout the service lifecycle.
• Monitor service calls for each factory and product, identifying potential concerns related to:
• Manufacturing design or defects
• Parts defects and failures
• Customer Negligence and improper maintenance (e.g., improper power usage, lack of maintenance, or failure to allow the manufacturer’s instruction manual.
• Other emerging issues that may impact product performance or customer satisfaction.
• Communicate identified issues to management, ensuring that patterns or recurring concerns are addressed promptly to improve service quality and customer satisfaction.
  

• 3+ years of experience in customer service, support, or a related field, preferably with a experience in manufacturing, with a technical background.
• Fluency in French (both verbal and written) is required.
• The ideal candidate would have the characteristics listed, as well as having hands-on technical experience in the field.
• Proficiency in English; Spanish is a plus.
• Microsoft Office Suite proficiency (Outlook, Word, Excel); additional software experience is a plus.
• Strong interpersonal skills, with a proven ability to deliver exceptional customer care within a world-class service organization.
• Excellent persuasion, negotiation, and consensus-building skills to influence and collaborate effectively with both internal teams and customers.
• Strong communication skills, both written and verbal, with the ability to communicate clearly, courteously, and professionally, especially on the phone.
• Highly organized with keen attention to detail and the ability to manage multiple tasks efficiently.
• Strong prioritization and decision-making abilities.
• Ability to perform well under pressure and adapt to an environment of continuous change.
• Ability to align with internal stakeholders, including Sales, Product Management, Professional
• Services, and Support teams, to drive customer success.
• Strong focus on leading indicators and growth metrics to track and drive customer success.
• Positive and enthusiastic attitude, with a passion for ensuring customer satisfaction.
• Capable of working independently, while also being a strong team player.
• Able to collaborate effectively with cross-functional teams to meet organizational goals.
  
  

• A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands.
• A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally
• A market competitive total compensation/rewards package including:

• Day 1 HMO
• Competitive pay including incentives and generous allowances
• Payment of all statutory government benefits
• 25 days of annual paid leave some days are convertible to cash
• 13th month pay
• Onsite medical support
• Employee Engagement Events
• Employee Referral Program
• Skills, training for personal and professional development