Customer Support Representative (French)

📍 Job Overview

• Job Title: Customer Support Representative (French)
• Company: Boku
• Location: London, London, City of, United Kingdom
• Job Type: On-site
• Category: Customer Support
• Date Posted: 2025-06-17
• Experience Level: 0-2 years

🚀 Role Summary

• Provide multilingual customer support in French and English via email, phone, and chat channels
• Troubleshoot basic product or service issues and manage refunds and disputes
• Maintain and update knowledge base articles to empower customers with self-service tools
• Collaborate with teams to improve customer experience and service quality
• Contribute to administrative tasks and reporting to drive continuous improvement

📝 Enhancement Note: This role is ideal for bilingual candidates seeking to build a career in customer support, with a focus on technical and analytical skills. It offers exposure to the payments industry and opportunities for growth.

💻 Primary Responsibilities

• Frontline Support: Handle Level 1 customer inquiries via phone, chat, and email, providing clear and accurate resolutions. Troubleshoot basic product or service issues as the first course of action, ensuring escalation to higher tiers is a last resort when necessary.
• Refunds & Disputes: Process and approve refund requests in accordance with company policy. Investigate and manage disputes, ensuring compliance with applicable regulations and internal procedures. Demonstrate resilience and effective communication when addressing complex customer interactions to achieve positive outcomes alongside adherence to policies.
• Knowledge Base Maintenance: Update and improve internal and external support documentation, including FAQs and troubleshooting guides, to ensure both customers and support teams have access to accurate, up-to-date information. Provide feedback to enhance self-service materials based on frequent customer questions and pain points, helping to create a smoother, faster support experience that drives customer satisfaction and strengthens trust in the service.
• Collaboration & Escalations: Liaise with the Product Support teams to escalate complex issues. Work closely with fellow Customer Support Representatives and managers to share best practices and improve the overall customer experience.
• Customer Satisfaction & Service Quality: Follow established procedures and service-level agreements (SLAs) to ensure prompt, high-quality support. Communicate recurring customer issues or trends to the customer support manager and proactively contribute recommendations to improve processes or products.
• Administrative & Reporting: Maintain accurate records of customer interactions and transactions in our CRM. Contribute to team meetings and provide insights on recurring challenges and inquiries, helping to identify areas for improvement. When raised, these insights are reviewed, prioritized, and actioned by the team to drive proactive solutions and enhance the overall customer experience.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant coursework or certifications in customer service, business, or a related field would be an asset.

Experience: A minimum of 1 year of experience in a customer-facing or call center environment is required. Previous experience in payments, e-commerce, or a related field is desirable.

Required Skills:

• Fluency in English (verbal and written) and French
• Excellent verbal and written communication skills, capable of empathizing with customers while efficiently resolving issues
• Ability to swiftly identify the core issue, conduct basic troubleshooting, and follow detailed procedures accurately, while also demonstrating the capacity for ad-hoc problem-solving to address unique challenges
• Comfortable working within a distributed team, sharing insights and escalating issues to the appropriate team member when they require immediate attention, ensuring all details are provided for a timely resolution
• Flexible and able to handle shifts in priorities or protocols in a fast-paced environment
• Capable of managing multiple inquiries simultaneously, maintaining thorough and accurate records
• Excellent multitasking abilities and accountability in handling responsibilities and tasks
• Skilled in using CRM software (e.g., Zendesk); ability to quickly learn new tools, systems, and processes
• Basic familiarity with industry regulations (GDPR, PSD2) or willingness to learn compliance essentials

Preferred Skills:

• Background in payments, e-commerce, or a related field
• Competency in using CRM systems; Zendesk experience is a plus
• Previous exposure to refunds, disputes, or basic troubleshooting processes
• Experience updating knowledge base documentation or contributing to process improvements

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role.

Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: £22,000 - £26,000 per year (based on UK market research for entry-level customer support roles with bilingual language requirements)

Benefits:

• Competitive salary and benefits package
• Opportunities for professional growth and development
• A dynamic, international work environment with a diverse team
• The chance to make a real impact on a global scale

Working Hours: Full-time, Monday to Friday, 9:00 AM to 5:00 PM CEST

📝 Enhancement Note: The salary range provided is an estimate based on UK market research for entry-level customer support roles with bilingual language requirements. Actual salary may vary based on the candidate's qualifications and experience.

🎯 Team & Company Context

🏢 Company Culture

Industry: Boku is a leading global provider of local mobile-first payments solutions, serving global brands such as Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent. It processes over $10 billion in value for its customers annually.

Company Size: Boku is a mid-sized company with over 39 countries represented across its global workforce. This size allows for a diverse and international work environment while maintaining a close-knit team culture.

Founded: Incorporated in 2008, Boku is headquartered in London and San Francisco, with employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE.

Team Structure:

• The Customer Support team is a diverse, global group responsible for providing excellent customer service to end-users of Boku's payment services
• The team works closely with Product Support teams to escalate complex issues and collaborate on improving customer experience
• The Customer Support team is led by a Customer Support Manager, who oversees the day-to-day operations and ensures service-level agreements are met

Development Methodology:

• Boku follows Agile methodologies for its development processes, with a focus on continuous improvement and customer-centric design
• The Customer Support team uses Zendesk as its primary customer relationship management (CRM) software, allowing for efficient tracking and resolution of customer inquiries
• Boku's global presence requires effective communication and collaboration across time zones, with a strong emphasis on clear and concise documentation and knowledge sharing

Company Website: Boku

📝 Enhancement Note: Boku's global presence and diverse team structure offer unique opportunities for professional growth and exposure to international markets. Its focus on continuous improvement and customer-centric design drives a dynamic and innovative work environment.

📈 Career & Growth Analysis

Customer Support Representative Career Level: This role is an entry-level position within the Customer Support team, focusing on frontline customer support and troubleshooting basic product or service issues. It provides a solid foundation in customer service, problem-solving, and communication skills.

Reporting Structure: The Customer Support Representative reports directly to the Customer Support Manager, who oversees the day-to-day operations of the Customer Support team and ensures service-level agreements are met.

Technical Impact: In this role, you will have a direct impact on Boku's end-users, helping to resolve their inquiries and maintain their satisfaction with Boku's payment services. By contributing to the maintenance and improvement of knowledge base articles, you will also empower customers with self-service tools, reducing support volume and improving overall efficiency.

Growth Opportunities:

• Career Progression: With experience and demonstrated success in the Customer Support Representative role, opportunities may arise for promotion to Senior Customer Support Representative or Team Lead positions, with increased responsibilities and leadership opportunities
• Technical Skill Development: As Boku's payment services and technologies evolve, you will have the opportunity to develop your skills in new areas, such as emerging payment methods or advanced troubleshooting techniques
• Global Mobility: With Boku's global presence, there may be opportunities to transfer to other international offices or work remotely, exposing you to new markets and cultures

📝 Enhancement Note: Boku's global presence and diverse team structure offer unique opportunities for professional growth and exposure to international markets. Its focus on continuous improvement and customer-centric design drives a dynamic and innovative work environment.

🌐 Work Environment

Office Type: Boku's London office is a modern, collaborative workspace designed to foster innovation and creativity. It features open-plan workspaces, meeting rooms, and breakout areas, with a focus on natural light and ergonomic design.

Office Location(s): Boku's London office is located in the heart of the city, with easy access to public transportation and nearby amenities.

Workspace Context:

• Collaboration: The open-plan workspace encourages collaboration and communication among team members, with ample space for team meetings and brainstorming sessions
• Technology: Each workstation is equipped with modern technology, including high-resolution monitors, ergonomic chairs, and high-speed internet access
• Work-Life Balance: Boku's London office offers a flexible work-life balance, with opportunities for remote work and flexible hours, depending on the role and team needs

Work Schedule: Full-time, Monday to Friday, 9:00 AM to 5:00 PM CEST. Boku's global presence requires effective communication and collaboration across time zones, with a strong emphasis on clear and concise documentation and knowledge sharing.

📝 Enhancement Note: Boku's modern, collaborative workspace and flexible work-life balance policies create an ideal environment for professional growth and development.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or Video Screen: A brief phone or video call to assess your communication skills and cultural fit with Boku
2. Technical Assessment: A practical assessment of your customer support skills, including role-play scenarios and problem-solving exercises
3. Final Interview: A face-to-face or video interview with the hiring manager to discuss your career aspirations, cultural fit, and next steps

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation:

• Brush up on your customer support skills, focusing on active listening, empathy, and problem-solving techniques
• Familiarize yourself with Boku's payment services and industry regulations (GDPR, PSD2)
• Prepare questions to ask the interviewer about Boku's company culture, growth opportunities, and the team's priorities

ATS Keywords: Customer Support, Customer Service, Customer Facing, Bilingual, French, English, CRM, Zendesk, Troubleshooting, Refunds, Disputes, Knowledge Base, Customer Satisfaction, Service Quality, Administrative, Reporting, Collaboration, Agile, Global, International, Multilingual, Entry-Level

📝 Enhancement Note: The interview process for this role focuses on assessing your customer support skills, communication abilities, and cultural fit with Boku. By preparing for the technical assessment and final interview, you can demonstrate your enthusiasm for the role and commitment to Boku's mission.

📌 Application Steps

To apply for this Customer Support Representative (French) position at Boku:

1. Submit your application through the application link provided on the job listing
2. Tailor your resume to highlight your customer support experience, bilingual language skills, and relevant qualifications
3. Prepare for the phone or video screen by practicing your communication skills and familiarizing yourself with Boku's payment services and industry regulations
4. Brush up on your customer support skills and prepare for the technical assessment by practicing problem-solving exercises and role-play scenarios
5. Research Boku's company culture, mission, and values to demonstrate your enthusiasm and cultural fit during the final interview

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Boku before making application decisions.