Customer Care Agent (French & English)

Our client is an international technology company developing innovative solutions for automated collection and sorting of used beverage containers, contributing to a more sustainable and circular economy. On their behalf, Adecco is looking for motivated and communicative individuals to join their team as Customer Care Agents (French & English).

Key Responsibilities:

• Customer Contact & Case Intake: Handle incoming customer and store inquiries through assigned channels, identify the relevant machine or equipment, clarify reported issues and create accurate, traceable cases.
• Case Documentation & Triage: Record symptoms, error codes, machine availability and business impact, classify issues according to established guidelines, assess priorities and maintain complete case records.
• Guided Troubleshooting & Remote Resolution: Use approved knowledge resources and diagnostic guidelines to guide customers through safe troubleshooting steps, document actions taken and identify opportunities for remote issue resolution.
• Escalation & Handover: Escalate complex technical issues to Tier 2 or relevant support teams, providing all necessary information, evidence and troubleshooting history to ensure an efficient handover.
• Case Monitoring & Customer Experience: Monitor open cases, follow up on agreed actions and timelines, proactively communicate updates and ensure professional, clear and customer-focused communication throughout the process.
• Quality & Continuous Improvement: Follow established processes and service standards, contribute to quality reviews, identify recurring issues and knowledge gaps, and support the adoption of new tools and processes.

What We Are Looking For:

• Previous experience in Customer Care, Contact Center, Service Desk, Technical Support, Retail Support or a similar operational environment;
• Experience handling customer interactions, maintaining case records and supporting multiple markets, languages or communication channels is an advantage;
• Great knowledge of French, as well as excellent command of the English language;
• Strong written and verbal communication skills, active listening and the ability to explain technical information clearly;
• Good problem-solving, organizational and multitasking skills, with the ability to prioritize cases and maintain accurate documentation;
• Customer-focused and collaborative mindset, with a sense of ownership, reliability and willingness to learn and follow established procedures.

What the Company Offers:

• An opportunity to work in an international and dynamic environment;
• Structured training and support from an experienced team;
• Long-term employment and opportunities for professional development;
• Hybrid working model (3 days from the office, 2 days from home);
• Private health insurance;
• FitPass membership and additional wellness days;