Customer Support Specialist (French)

Genesis is an international IT company providing a full spectrum of services. With over 1,500 experts across 5 countries, we build products used by 200+ million unique users every month. We are one of the largest partners of Facebook, Google, Snapchat, and Apple in Eastern Europe. Our ecosystem includes 15+ companies and an investment fund.

EverHelp is a fast-growing outsourcing Customer Support company within the Genesis ecosystem. We launched in 2021, and in the past year alone, we have grown by 82%. Our team is safe, fully operational, and continues to expand, maintaining a Retention Rate of 90%+.

Our Position

• We stand against war and unjust aggression.
• We evacuated our employees and their families from active war zones and provided housing and financial support.
• We supplied the entire team with power stations and backup batteries.
• We continue stable operations to support the future of Ukraine.

As we continue to grow, we are looking for a responsible Customer Support Specialist (French) who will implement, develop, and maintain high-quality service standards for our customers.

Work schedule:

• This is a part-time position with a workload of 20 hours per week;
• Monday: 8:00-13:00 Berlin time. Friday: 8:00-12:00 Berlin time;
• The remaining 11 hours are flexible and can be arranged within working hours, Tuesday-Thursday, 9:00-16:30 Berlin time.

You will:

• Handle customer requests via tickets and phone calls in French;
• Support customers with questions related to deliveries, returns, cancellations, complaints, and general e-commerce requests;
• Check parcel statuses, investigate delivery-related issues, and guide customers through next steps;
• Work with internal systems, including a CRM and ticketing tools;
• Communicate with courier or delivery-related processes when needed;
• Collaborate with teammates and follow internal procedures to provide accurate and timely support.

About you:

• You have 1+ year of experience in Customer Support;
• You speak French and English fluently, both written and spoken;
• You have experience with tickets and calls, and you are comfortable picking up phone communication when required;
• You have worked with e-commerce-related cases, such as deliveries, parcel tracking, returns, cancellations, customer complaints, and similar support requests;
• You are highly detail-oriented and can quickly understand processes, statuses, and system logic;
• You learn fast and do not get lost when working with several tools or information sources at once;
• Experience with courier services such as DHL, GLS, or a similar delivery environment will be a strong plus.

Working at EverHelp means:

• The opportunity to join a Ukrainian company and contribute to the economy of the country;
• The possibility to work fully remotely;
• A professional team of specialists ready to share their expertise, internal communities, and team activities that support continuous learning and development both individually and as a team.

Send us your CV and join EverHelp.