Customer Support Advisor, French, English
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Job Description
Bilingual Customer Support Advisor handling French and English customer enquiries for Otonomee’s Irish ferry client. Managing calls, emails, B2B leads, GDPR data, SLAs, and KPIs remotely from Portugal.
Responsibilities:
- Handle inbound and outbound calls and emails from potential customers
- Answer queries about the client, launch timelines, booking go-live dates, routes, onboard facilities, accessibility, and pet travel processes
- Direct customers to the website for booking details, pricing updates, future availability, and official announcements
- Collect client details under GDPR, including name, email, phone number, and nature of enquiry
- Act as first contact point for B2B and freight-related enquiries
- Capture B2B lead information, including company name, contact name, email, phone number, and enquiry details
- Manage multiple customer interactions in a fast-paced environment
- Ensure inbound contacts are answered in line with SLA targets
- Stay informed about service promotions, company requirements, and offering changes
- Maintain quality standards across communication channels
- Work toward individual and team KPIs
- Build positive relationships with customers and internal departments
- Remain up to date on systems, processes, and service developments
- Suggest areas for improvement
Requirements:
- Excellent verbal and written communication skills in both French and English
- Commitment to meeting and exceeding KPIs, including response time, resolution time, customer satisfaction scores, and call handling metrics
- Passion for outstanding customer service, with a patient and empathetic approach
- Ability to work effectively in a collaborative team environment
- Strong analytical and problem-solving skills
- Ability to think critically and provide effective solutions under pressure
- Comfortable working in a fast-paced, evolving environment
- Open to learning new technologies and processes
- Availability for Monday to Sunday rotation between 08:00–21:30, including Bank Holidays
- Full-time, 40 hours weekly
Benefits:
- €20 Monthly Internet Allowance
- €10.46 Meal Allowance per working day
- Equipment provided
- Home office allowance
- Online Gym and Wellbeing Studio
- The opportunity for professional growth
- Fun company events and team outings
- Autonomy and Responsibility
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