Jobs at Solvo Global

Responsabilities:

• Respond to client requests/inquiries via chat, addressing various topics including product purchases, service & quality inquiries, order status, and general client support issues.
• Demonstrate a high standard for quality service, ensuring all client interactions meet or exceed customer satisfaction expectations.
• Continuously update your knowledge of Sephora's products, procedures, and industry trends to provide accurate and current information to clients.
• Collaborate with the quality and training team to meet performance expectations and improve personal skills.
• Maintain open communication lines with Team Leads, Quality Advocates, Trainers, and Managers to seek support and foster personal development. Uphold professionalism and courteousness in all client contacts, maintaining Sephora's reputation for excellence. Utilize existing chat communication templates for client interactions, ensuring consistency and efficiency in responses.
• Accurately document client interactions in the proprietary call center database (CSC), maintaining thorough and complete records. Adhere to schedules and deadlines, demonstrating punctuality and commitment to work.
• Meet key performance indicators (KPIs) as set by management and aim to exceed them, striving for continuous improvement.
• Adhere to Sephora's vacation blackout period during holidays and promotional periods. Be flexible with working hours, including weekends and evening shifts as required in a dynamic shift environment.

Skills and qualifications Hard and soft skills:

• At Sephora, we value your passion for people and dedication to delivering excellent client service. Join our team of driven individuals who are committed to providing an outstanding customer experience.
• If you meet the outlined requirements and are excited about this opportunity, we encourage you to apply and become part of our team

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Are you fluent in French and English, quick on your feet, and passionate about helping others? Join our team as a Customer Service Representative, where every chat and call is a chance to make someone’s day better. If you're proactive, empathetic, and thrive in fast-paced environments, we want to hear from you!

What You’ll Be Doing

• Handle incoming calls and live chats with professionalism and speed.
• Manage up to 2 chats simultaneously, responding to the first message within 40 seconds and follow-ups within 2 minutes.
• Use response templates to ensure accuracy and efficiency.
• Keep conversations flowing across an average of 92 chats per day.
• Resolve customer issues related to orders, accounts, and products with a positive attitude.
• Take calls in both English and French, offering solutions such as refunds or replacements when needed.
• Maintain accurate records and collaborate with your team to meet and exceed performance goals.

Who We’re Looking For

• Fluent in French (C1 level – written and spoken)
• 1+ year of experience in customer service or similar roles
• Strong communication and problem-solving skills
• Ability to multitask and perform under pressure
• Flexible and open to working shifts
• Comfortable taking a medium typing speed test
• Proactive, independent, and eager to make a difference