Job Description
Are you a bilingual professional with a passion for delivering exceptional customer experiences? Tenerity is looking for a French Sr. Customer Relations Analyst to join our dynamic team in Taguig City, Metro Manila. In this role, you’ll be responsible for handling and quality‑ensuring complex customer relations cases for the French market, acting as the primary point of contact for high‑value inquiries and escalations.
You will leverage your deep understanding of French language nuances and cultural expectations to resolve issues swiftly, while continuously improving service processes. Working closely with our operations, training, and product teams, you’ll identify trends, propose data‑driven solutions, and help shape the overall client experience for French‑speaking customers.
If you thrive in a fast‑paced BPO environment and enjoy turning challenges into opportunities, this is your chance to grow with a leading company that values quality, innovation, and employee development.
What we offer: Competitive salary, performance bonuses, comprehensive health benefits, professional development programs, and a supportive work culture that encourages creative problem‑solving and career advancement.
Responsibilities
- Manage and resolve complex customer relations cases for the French market, ensuring timely, accurate, and quality outcomes.
- Perform quality assurance checks on team interactions, providing constructive feedback to uphold service standards.
- Analyze customer interaction data to identify trends, recurring issues, and opportunities for process improvement.
- Develop and maintain standard operating procedures (SOPs) tailored to French‑language and cultural requirements.
- Collaborate with cross‑functional teams (e.g., product, training, IT) to address escalations and implement corrective actions.
- Mentor and coach junior analysts on French language nuances, service techniques, and CRM tools.
- Generate regular reports on case metrics, client satisfaction scores, and performance KPIs.
Qualifications
- Fluency in French (C1/C2 level) and professional English communication skills.
- Minimum of 3–5 years of experience in customer service, client relations, or a similar BPO environment.
- Proven ability to handle complex, high‑stakes customer interactions with a focus on satisfaction and resolution.
- Strong analytical mindset with experience using CRM platforms (e.g., Salesforce, Zendesk) for case management.
- Excellent problem‑solving skills and attention to detail.
- Ability to work rotating shifts, including weekends, as required in a 24/7 operation.
- Bachelor’s degree in Business, Communications, Hospitality, or a related field (or equivalent work experience).