About the Job
SupportYourApp, a global leader in Intelligent Support-as-a-Service, is seeking a Fluent English & French Customer Support Consultant to join our remote team in Algeria. Since 2010, we have provided exceptional support to tech companies and industry leaders like MasterCard, Calm, and MacPaw across 30+ countries. This role offers the opportunity to work from home while delivering top-tier hospitality-focused customer service to international clients. As a Customer Support Consultant, you will be the voice of our partners, ensuring seamless communication and issue resolution in English and French.
Responsibilities
- Handle inbound customer inquiries via email, chat, and phone in English and French, providing timely and accurate responses.
- Resolve issues related to hospitality services, including bookings, cancellations, and policy inquiries, with a focus on customer satisfaction.
- Utilize multi-channel support tools and CRM systems to track and manage cases efficiently.
- Collaborate with internal teams to escalate complex issues and contribute to knowledge base improvements.
- Maintain a high level of professionalism and empathy while adhering to service level agreements (SLAs).
- Document interactions and provide feedback to enhance product and service quality.
- Stay updated on product updates, hospitality industry trends, and company policies to deliver informed support.
Requirements
- Native or near-native fluency in English and French (both written and verbal).
- Previous experience in customer support, preferably in the hospitality or travel industry.
- Strong problem-solving skills and ability to multitask in a fast-paced remote environment.
- Excellent communication and interpersonal skills with a customer-centric approach.
- Reliable internet connection and a quiet home office setup.
- Familiarity with ticketing systems and CRM platforms (e.g., Zendesk, Salesforce) is a plus.
- Availability to work flexible shifts, including weekends and holidays, as needed.
Benefits
- 100% remote work opportunity from anywhere in Algeria.
- Competitive compensation package with performance-based incentives.
- Access to ongoing training and professional development programs.
- Collaborative international team culture with growth opportunities.
Tips for Success
- Familiarize yourself with the hospitality sector's unique terminology and common customer pain points before applying.
- Highlight your bilingual proficiency and experience in handling high-volume support environments.
- Demonstrate your ability to work independently and manage time effectively in a remote setting.
- Prepare examples of resolving difficult customer interactions diplomatically.
- Showcase your adaptability to different communication channels and tools.