French Bilingual CSR

We are looking for an experienced and highly accountable French Bilingual CSR to handle complex customer interactions within our manufacturing line of business. The ideal candidate excels in managing high-volume calls, de-escalating issues with professionalism, and demonstrating strong critical thinking to resolve concerns while protecting business interests.

Job Roles and Responsiblities

Call Handling (Inbound & Outbound)

• Manage complex and high-volume inbound and outbound customer interactions.
• Demonstrate advanced knowledge of call flow, account handling, and customer lifecycle.
• Support callbacks and follow-ups with precision and timeliness.

De-escalation & Issue Resolution

• Take the lead in handling escalated calls with professionalism and composure.
• Use critical thinking to resolve customer concerns while protecting business interests.
• Serve as a role model in maintaining calm under pressure.

Compliance & Policy Adherence

• Consistently follow all campaign-specific compliance protocols and zero-tolerance policies.
• Ensure call documentation is complete, accurate, and submitted through the correct tools.
• Uphold data privacy and avoid any form of fraudulent activity.

Performance & Reporting

• Consistently meet or exceed monthly KPIs and scorecard metrics.
• Proactively analyze personal performance and take ownership of areas for improvement.

Qualifications & Skills:

Education

College level or Bachelor's degree in any field is an advantage

Technical Skills

• Troubleshooting: Provide troubleshooting assistance to customers over the phone to help them diagnose issues.
• Recognize Issues: Identify and document technical problems based on customer descriptions (e.g., "no cooling," "unusual noise").

Escalate Issues: Know when to escalate complex technical problems or customer complaints to a senior technician or management.

• Able to navigate multiple systems simultaneously while on a live call
• Basic computer literacy, including the use of email, web browsers, and chat platforms

Preferred Qualifications and Skills

• Prior experience handling escalations or high-profile customer accounts
• Experience working across multiple campaigns or industries
• Familiarity with reporting tools or basic data analytics

Soft Skills

• Required at least a B2 Intermédiaire avancé in French Language.
• Required at least a B2 (Upper-Intermediate) in English Language.
• Excellent communication skills – can articulate solutions clearly and professionally across all customer interactions
• Critical thinking and decision-making – able to make sound judgments in real-time, especially in high-stakes or urgent situations
• Adaptability – quickly adjusts to process changes, customer behavior, or campaign needs
• Accountability – consistently takes ownership of performance, feedback, and responsibilities
• Good listening skills – actively listens to understand customer needs before responding
• Problem-solving mindset – tries to resolve basic customer concerns with a solution-focused approach

Why Pro-Serve?

Conveniently located at Ortigas, Pasig City

Hybrid 2 days onsite per week only Applicable after training. Onsite training.

20 Planned Leaves and 5 Emergency Leaves plus year end leave conversion.

Fixed Weekends Off / US Graveyard Shift.

Day 1 HMO with daily hospitalization allowance and coverage of pre-existing condition.

Day 1 Life Insurance.

Company Provided Laptop, Mouse, Headset.

End to End Virtual Hiring Process.

Opportunity to work with a dynamic team in a rapidly evolving industry.

Engage in meaningful projects that directly impact business processes and client success.

Continuous learning and professional growth opportunities.

Apply Now Visit our careers page at

Don't miss this chance to be part of an innovative and forward-thinking team.

Job Type: Full-time

Pay: Php40, Php60,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Flexible schedule
• Flextime
• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee

Application Question(s):

• Willing to follow a shift schedule of graveyard / US time?

Experience:

• French Bilingual CSR: 3 years (Required)

Work Location: In person