Customer Support Agent (French-speaking)

About the role

The Customer Support Agent manages pre-order, post-order and general customer inquiries for the European market, acting as a key contact for customers and sales teams across the full order lifecycle, from product inquiries and quotations to delivery, issue resolution and after-sales support. The role is based on a day shift with a structured schedule aligned to business hours.

Key responsibilities

• Handle inbound and outbound customer communications by email, phone and chat, resolving inquiries, complaints and escalations
• Support pre-orders: pricing, quotations, product information, samples, product selection, vision boards, compliance, packaging, rush requests and special orders
• Support post-orders: tracking, out-of-stock alternatives, missed ship dates, returns, pickups and reverse logistics, and create redo orders, production requests and factory back orders
• Create and manage tickets, service requests and action requests; process credit memos and coordinate corrective actions
• Escalate issues and work with Sales, Production, Logistics and other teams, including API and website registration questions
• Maintain records of interactions and issues, meet SLAs and KPIs, and contribute to CSAT and NPS targets

Required profile

• Previous customer service or sales experience is essential
• B2B experience is an advantage; promotional products experience is a plus
• Near-native spoken and written French is required, with strong communication skills
• Strong problem-solving, attention to detail, organisation and computer literacy
• Ability to work under pressure in a fast-paced environment and to collaborate cross-functionally

Required skills

• Microsoft Office
• Salesforce experience is an advantage

Applicants go through an application review, a phone screening and, if successful, a 45-minute to 1-hour interview with the hiring manager. Internal development and promotion opportunities are offered.