Customer Support Advisor with French

About the Role

We are looking for French-Speaking Customer Support Advisors to join an international customer experience organisation in Lisbon, Portugal. In this role, you will provide first-line customer support for a leading French betting operator, assisting customers with account management, login difficulties, winnings enquiries and general platform-related questions.

You will communicate with customers through telephone, live chat and email, ensuring that every interaction is handled professionally, efficiently and with a strong focus on customer satisfaction. This opportunity is ideal for individuals with excellent French communication skills, a customer-oriented mindset and the ability to resolve enquiries in a fast-paced, multicultural environment.

Key Responsibilities

• Provide Level 1 customer support through inbound telephone calls, live chat and email.

• Assist customers with general enquiries regarding betting services and platform functionality.

• Explain winnings and provide clear information about customer account activity.

• Support customers with account management, access issues and login difficulties.

• Identify, investigate and troubleshoot common customer problems.

• Escalate complex or unresolved enquiries to the appropriate internal teams.

• Handle customer complaints professionally, demonstrating empathy, patience and effective problem-solving skills.

• Prepare clear, accurate and professional written responses to customer enquiries.

• Adapt predefined communication templates to individual customer situations.

• Ensure customer interactions are handled efficiently and in accordance with established service procedures.

• Maintain accurate records of customer enquiries, actions taken and escalations.

• Collaborate with colleagues and internal teams to ensure consistent service quality.

• Contribute to a positive customer experience through effective communication and timely issue resolution.

Requirements

• Native-level or C2 proficiency in French, both written and spoken.

• High school diploma or equivalent educational qualification.

• Strong customer service skills and a customer-focused approach.

• Ability to handle complaints, troubleshoot issues and resolve customer enquiries effectively.

• Excellent verbal and written communication skills.

• Ability to communicate clearly and professionally across telephone, chat and email channels.

• Strong problem-solving skills and attention to detail.

• Ability to follow established procedures and adapt communication templates to customer needs.

• Good organisational skills and ability to manage multiple customer interactions efficiently.

• Professional, patient and empathetic approach to customer communication.

• Ability to work effectively in a multicultural, team-oriented environment.

• Currently based in Portugal or willing to relocate to Lisbon.

• Availability to work 100% on-site in Santos, Lisbon.

• Flexibility to work rotational shifts.

Benefits

• Full-time employment opportunity in Lisbon, Portugal.

• Performance-based bonus linked to KPIs, available from the fourth month of employment.

• Meal allowance.

• Christmas and holiday bonuses.

• Health insurance plan after six months of employment.

• Relocation support for eligible EU citizens, including reimbursement of travel ticket expenses.

• Opportunity to work in an international and multicultural customer experience environment.

• Experience supporting customers in the online betting industry.

• Additional employee benefits.