French Speaking Customer Engagement Specialist
ellio · Cape Town, Western Cape
Overview
Join a brand new team in Cape Town helping French speaking customers stay engaged with a leading digital services platform. You will make outbound calls to guide applicants through onboarding, support customers at risk of leaving, and help them meet compliance requirements. This is a relationship focused role where your French and English communication skills will make a real difference. Full training is provided and there is room to grow in your contact centre career.
About the role
We are building a brand new team of Customer Engagement Specialists to partner with a leading digital services platform in Cape Town. As a French speaking advisor, you will proactively reach out to customers at different stages of their journey. Your goal is to build rapport, understand their situation, and guide them towards positive outcomes.
What you will be doing:
- Contacting applicants who have stalled during onboarding to help them complete documents and checks
- Supporting newly onboarded customers who have not yet used the platform or placed their first order
- Engaging with customers who are at risk of disengagement or leaving, and finding ways to retain them
- Helping active customers complete recertification and compliance requirements before they face deactivation
- Speaking with customers who have received behavioural policy notifications to understand their circumstances
- Keeping accurate records of every conversation and following set processes and quality standards
- Taking ownership of interactions and escalating where needed
This is a permanent, full time role based in Cape Town. You will work towards performance, quality and customer outcome targets. Since this is a new line of business, you will have the chance to help shape how the operation develops as it grows.
Requirements
- Grade 12 or equivalent Matric qualification
- A clear criminal record
- Ability to meet the role's applicable credit vetting requirements
- Fluency in French
- Bilingual in English and French
- Experience in customer retention, customer engagement, customer success, account management, sales through service, or a similar customer facing environment
- Experience handling outbound customer conversations where the goal is to influence behaviour or improve retention
- Strong relationship building and interpersonal skills
- Strong verbal communication and active listening skills
- Confidence asking questions, exploring needs and handling objections
- Customer focused and commercially aware mindset
- Resilience when handling challenging conversations
- Strong attention to detail and ability to follow processes
- Good digital literacy and confidence working across multiple systems
Responsibilities
- Proactively contact applicants and newly onboarded customers to help them progress through early stages
- Reach out to applicants who became inactive during onboarding and assist with required documentation and checks
- Understand why applicants have not progressed and provide guidance to overcome barriers
- Support newly onboarded customers who have not logged in or completed their first order
- Educate customers on relevant processes and encourage them to take the next steps
- Proactively contact customers identified as at risk of churn or reduced engagement
- Build rapport and uncover reasons behind customer concerns or reduced participation
- Use effective questioning, listening and influencing skills to retain customers
- Communicate relevant information, benefits and opportunities to encourage engagement
- Adapt approach to different customer needs, circumstances and levels of engagement
- Contact customers at risk of deactivation due to outstanding recertification requirements
- Provide clear guidance and troubleshooting to help customers complete required steps
- Educate customers on relevant requirements and the impact of non-compliance
- Minimise avoidable disruption to customers' ability to remain active
- Engage with customers who received behavioural policy notifications to understand circumstances
- Use questioning to establish if there are underlying issues requiring support
- Provide clear information around relevant policies and expectations
- Identify and escalate issues where appropriate
- Deliver professional, engaging and solution focused conversations
- Build positive relationships and create a strong customer experience
- Maintain accurate records of conversations, actions and outcomes
- Follow established processes, quality standards and compliance requirements
- Take ownership of interactions and ensure appropriate follow up or escalation
Benefits
Competitive remuneration package, Free door to door transport for qualifying evening shifts ending after 7pm, Medical Insurance, Provident Fund, Comprehensive product and role specific training, Fun and supportive working environment, Clear opportunities for career growth and progression
Job details
- Organisation
- ellio
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Experience level
- Mid
- Education
- Matric
- Category
- Customer Service
- Application Method
- Apply online
Success Guide
If you are fluent in French and English and enjoy speaking to people, this role in Cape Town is a great fit. When you apply, highlight any outbound calling, retention or customer engagement experience you have. If you have worked in a call centre or managed customer accounts, mention that clearly.
During the interview, expect questions about how you handle difficult customers and how you build rapport quickly. Be ready to give examples of times you turned a negative customer experience into a positive one. Remember to bring your Matric certificate and be prepared for a credit and criminal check.
This is a new team, so showing that you are adaptable and eager to help shape a new operation will count in your favour. Good luck!
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