Customer Service , Call Centre & languages

Introduction:

Our client needed our assistance in filling a number of roles to reach their requirements for call centre representatives for the Christmas period.  FRS came on board at short notice in a busy Q4 period and successfully screened up to 600 candidates in October and 60 were successful. The candidates were given an in-depth screening and testing as required by our client.

Requirement’s:

An exciting opportunity has arisen with our Cork based client for a number of experienced Call Centre Agent`s for 3-4 month contract roles. These roles will report to the Team Leader and Customer Service Manager, the successful candidate will be highly motivated, ambitious and have a proven track record of delivering results in a challenging environment.     
These roles will require fluent French and English.

The Role:

Answer incoming calls from customers answer enquiries and questions,
Handle and resolve customer complaints troubleshoot problems and provide information.
Research required information using available resources
Provide customers with product and service information
Identify and escalate priority issues
Follow up customer calls where necessary

Requirements:

At least 6 months experience in a call centre environment
Excellent customer service skills
Proficient in relevant computer applications
Knowledge of customer service principles and practices
Willing to work over the Christmas period and be flexi with working hours

Process:

Each candidate was screened and assessed by
phone interview by two FRS Staff members
Competency interview
face to face agency interview
written assessment in French
written assessment in English
vocal assessment in French
vocal assessment in English
reference checks 2 required

The agency induction process:

FRS has a successful a recruitment process that also includes an Induction meeting held by the agency.
Introduction pack that includes:
information regarding FRS
finding their feet in Cork
accommodation information
PPS and Tax information for payroll purposes
Contact numbers etc. to aid the candidates in their move to Cork.

Search:

Searching for the right candidate required searching on sites such as Toplanguage.ie, Monster.ie, advertising on FRS Website. Searching our database and asking for referrals from unsuccessful candidates.  Attending job fairs in Europe such as Bilingual Fairs Paris and Berlin. Finding the right candidate for our client and having the right attitude for a customer service based role.

Screening and Vetting:

Vetting included having all the relevant documents collected by the agency. This included having the following documents obtained from the candidates as part of the process .
Photocopy of passport
Photo ID
Proof of address
2 references.