Multilingual Customer Support Executive- UK Market

Purpose

First point of contact for the client's customers across voice, email and live chat, handling at least one language in addition to English.

What the role does

•    Answers inbound calls, emails, chats and social messages within the agreed service levels.

•    Handles the same queue in a second language, switching between languages within a shift.

•    Logs every contact in the client's CRM or ticketing system with accurate disposition codes.

•    Resolves at first contact where possible; escalates with a written handover where not.

•    Translates short customer-facing responses and standard templates when asked.

•    Feeds recurring complaints and product faults back to the client through the weekly report.

Essential

•    Fluent spoken and written English at CEFR C1 or above, with a clear, neutral accent.

•    One additional language at CEFR C1 or above — French, Portuguese, Spanish, Arabic, Swahili or Afrikaans.

•    Two years in a contact center, hospitality, retail or other customer-facing role.

•    Confident on a CRM or ticketing platform (Zendesk, Freshdesk, HubSpot, Salesforce Service Cloud or similar).

•    Typing at 40 words per minute or better with sound spelling and punctuation.

•    Five O-Levels including English, or equivalent.

•    Able to work UK hours, including shifts that start before 09:00 GMT.

Desirable

•    Previous work on a UK or European customer account.

•    A third language.

•    Formal complaints handling or Institute of Customer Service training.

•    Experience of quality monitoring or call scoring.