French-speaking Customer Support Representative
Helfy is looking for a French-speaking Customer Support Representative to join our growing team in Tbilisi. This role combines customer-facing support with Back Office operational tasks to ensure a smooth and efficient customer experience.
Location: Kostava Street, Tbilisi, Georgia (On-site only)
Working hours: Monday - Friday, 12:00 - 21:00 (Occasional weekend shifts may be required)
Salary: 2200 GEL + performance-based bonuses
This position does not involve sales or telemarketing, but rather focuses solely on customer care and support through email, chat, or phone calls.
Responsibilities
Customer Communication & Support
- Communicate with customers via email, phone calls, WhatsApp,and live chat
- Provide clear, accurate, and timely responses to customer inquiries
- Assist customers with placing orders, refunds, exchanges, and general account-related questions
Product & Platform Knowledge
- Develop a strong understanding of Helfy’s products and website functionalities
- Navigate the platform efficiently to quickly locate and provide relevant information
Order & Request Management
- Process customer orders and requests via the administrative panel and email
- Handle re-shipments, refunds, and order corrections when needed
Back Office & Operational Tasks
- Perform Back Office tasks, including order verification, data validation, and internal follow-ups
- Update internal systems and tools to ensure accurate order and customer data
- Coordinate with internal teams to support operational workflows and case resolution
Issue Resolution & Escalation
- Troubleshoot issues such as payment delays, delivery problems, or technical difficulties
- Handle customer complaints professionally by offering appropriate solutions and alternatives
- Escalate complex or sensitive cases to relevant departments (technical, product, operations, etc.)
Internal Communication & Reporting
- Share insights and feedback on customer experience and support processes
- Collect and report data for technical and product teams
Documentation & Process Improvement
- Upload relevant documentation to the website or internal tools for team use
- Collect customer feedback, respond to evaluations, and proactively engage with dissatisfied customers
Requirements
- Fluency in French (mandatory).
- Conversational English (international team; internal communication mainly in English).
- Strong computer skills and ability to work with multiple tools and platforms.
- Strong problem-solving skills with the ability to make quick, effective decisions.
- Customer-oriented mindset with strong attention to detail.