Customer Experience Specialist (French & English)

KIVORK is an IT product company specializing in travel. We serve over 1,500 customers daily and firmly believe that there is no such thing as an “average customer.” Each customer has a unique story, and our mission is to support their travel plans through a hassle-free experience. We understand the importance of consistently prioritizing our customers and are committed to maintaining an excellent customer experience throughout their journey.

As we expand our customer service team, we are seeking empathetic individuals who are passionate about delivering exceptional customer service and dedicated to excellence in their work.

About the role:

  • Your primary objective will be to meet customers’ needs and expectations by managing their reservations and addressing their pre- and post-travel inquiries. Using all customer communication channels (phone and email), your goal is to provide clear and effective solutions every time.
  • Additionally, you will aim to continuously improve your product knowledge to handle any customer queries confidently.
  • You will work in an environment where you can both give and receive valuable feedback and support from your teammates.
  • You’ll also engage and collaborate with our sales and booking processing teams as needed.
  • When issues or bugs arise, you will escalate them to our tech team and work together to resolve them.
  • Based on your experiences and insights, you will advise on the ideal customer journey.

About you:

  • You are proficient in conversational French and English.
  • You are passionate about customer service and excel at viewing the customer experience from the customer’s perspective.
  • You possess excellent listening skills and are adept at managing challenging conversations with customers.
  • You are confident in your ability to write clear, effective, and personalized messages for both customers and internal teams.
  • You are reliable, self-motivated, and organized, consistently meeting and exceeding performance metrics.
  • You remain focused despite difficulties, demonstrating resourcefulness in solving problems while knowing when to seek assistance.
  • You are not afraid to ask questions, offer suggestions, and collaborate with others to get the job done.