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This role is ideal for someone who combines a friendly, customer-first approach with the confidence and composure needed to handle escalated service situations. This position supports both external customers and internal service technicians and plays a key role in resolving issues, coordinating appointments, and ensuring a positive service experience.
Job Responsibility:
Handle a high volume of inbound and outbound customer calls
Support customers experiencing service issues and concerns, including escalated situations
De-escalate complaints calmly while working toward effective solutions
Schedule service appointments and fill last-minute openings due to cancellations
Communicate closely with internal service technicians to ensure appointments are fully prepared
Document detailed call notes in real time using CRM and scheduling systems
Utilize text messaging tools to communicate with customers as needed
Requirements:
Prior customer service experience, preferably in a service, retention, or call-based environment
Strong de-escalation and problem-solving skills
Ability to remain calm, professional, and solution-focused under pressure
Friendly, confident, and professional phone presence
Highly coachable with a willingness to learn new systems and processes
Strong multitasking and organizational skills
What we offer:
medical, vision, dental, and life and disability insurance