Customer Support Agent

Found in: Talent ZA C2 - 2 weeks ago

Cape Town, South Africa CAPAGO INTERNATIONAL Full time

CAPAGO is a French provider of outsourcing services for European governments and their diplomatic missions. It is responsible for financing and managing visa application centres to process their Schengen visa applications.

We operate in 10 countries and welcome more than 250,000 visa applicants annually.

As part of our development, we want to strengthen our Operations Department. We are currently recruiting Customer Support French Agents who are looking for new challenges within a dynamic and human-focused company.

As our Cape Town Contact Centre prepares to extend its support to cover operations in West Africa, we have identified a strategic need to bolster our team. We are looking to hire French-speaking agents who will be crucial in managing overflow and providing backup support to our West African operations.

This initiative is designed to accomplish two primary objectives: Firstly, to enhance the level of customer service provided to our French-speaking clientele, ensuring they receive timely, efficient, and effective support. Secondly, to maintain seamless operations during peak hours, effectively handling any overflow of contacts and ensuring no customer query goes unanswered.

Tasks

The main responsibilities of the Customer Support French Agent are as follows:

  • Handling mainly inbound contacts, addressing inquiries and guiding applicants through the visa application process ;
  • Address and resolve inquiries related to visa requirements, eligibility and application status ;
  • Guide applicants through the visa application process, explaining required documents, fees and processing times.
Requirements

The skills required for this position are:

  • Meticulous attention to detail and accuracy in your work ;
  • Ability to adapt to changing visa requirements and procedures ;
  • Proficient computer skills and the ability to work with document management systems and databases ;
  • Able to work effectively in a fast-paced environment ;
  • Capable of handling challenging customer interactions with professionalism.

Diplomas & Experience:

  • Matric in customer service related field ;
  • Tertiary qualifications are an added advantage ;
  • Previous customer service experience or in a call centre position.

Personal Skills:

  • Strong communication skills ;
  • Empathy ;
  • Native level of French, fluency in English ;
  • Organisation ;
  • Autonomy.

This position is to be fulfilled in/at:
Full-time office based - Cape Town



Capago International operates since 2009 as The Schengen Link between governmental partners and applicants for what concerns visa outsourcing services. We are the exclusive representative for the processing of Schengen visa applications on behalf of the French Ministry of Foreign Affairs in South Africa since 2010, in Kuwait since 2012, in Qatar since 2013, in Azerbaijan since 2017, in Benin, Togo, Guinea, Burkina Faso Mali in 2018, Sierra Leone in 2021. Since 2011, Capago has also been the service provider of the Italian Ministry of Foreign Affairs in South Africa. Furthermore, we operate on behalf of the Kingdom of Belgium in Burkina Faso. Every year, Capago assists more than 175,000 travelers to apply for their Schengen visas for European destinations.

Since our foundation, we have been committed to providing Consulates and Embassies with dedicated teams, efficient and secure methods, and cutting-edge technology to process Schengen visa applications.

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