Customer Service Agent (M/F/NB)

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Customer Service Agent (M/F/NB)

COEUR MARAIS

Job Description

ABOUT D-EDGE :

Have you ever booked a hotel online ? Then you've probably used D-EDGE without knowing it.

Every day, we help more than 12,000 hotels worldwide to develop their online visibility and sales through a range of SaaS and digital marketing solutions. Amongst the 350 D-EDGERs, the R&D team is made up of a hundred or so enthusiasts who are reinventing hotel booking for both the traveller and the hotelier.

As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

Main Mission :

• As the first contact, the CS Agent is in charge of answering incoming phone calls to CS support
• Answer to basic requests that do not require technical or specific investigation (
• Handle partners' dedicated email box
• Create, qualify and dispatch Salesforce cases to dedicated teams (Support/Connectivity Team/AM/or other teams)
• Answering phones from customers professionally and responding to customer inquiries and complaints
• Researching required information using available resources
• Providing customers with the organization's service and product information
• Identifying, escalating priority issues and reporting to the high-level management
• Routing inbound calls to the appropriate resources.
• Completing call notes and call reports
• Managing administration, communicating and coordinating with internal departments.

Work Experience

Requirements :

• High sense of customer relationship
• Sharp identification of customer's request, asking specific questions in order to gather the most accurate information for Support to handle the case in the shortest possible time
• Fluent in french and english (additional language is a plus)
• Excellent communication skills
• Ability to work with others in a close manner
• Good computer skills
• Good multi-tasking skills
• Technical expert in related computer applications
• Able to react effectively and calmly in emergencies

Benefits

• D-Edge is Remote Friendly
• 50% of transport costs from home to work
• Meal Allowance (Swile : 9,48€/day, paid at 60%)
• Accor Employee Card : Discount on hotel bookings
• Incentives plans, bonuses and wage savings
• Individual access to the Udemy e-learning platform (more than 100,000 online courses)
• Online medical consultations (QARE)
• CSE: Sports and cultural activities, gift cards and various discounts.

D-EDGE is an equal opportunity employer. We do not discriminate based on : race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.