Customer Service Agent (French & English)

About the role

Concentrix is seeking bilingual French‑English Customer Service Agents to join its growing team in Tirana. You will be the first point of contact for customers, handling inquiries via phone, chat, email or outbound calls, and ensuring a smooth resolution of their issues.

Key responsibilities

• Take inbound contacts (phone, chat, email) and resolve product or service issues.
• Make occasional outbound calls to follow up on cases and confirm resolution.
• Document new issues and collaborate with team leaders to improve overall customer experience.
• Maintain a professional demeanor and build positive relationships with every caller.
• Utilise CRM tools to log interactions and manage customer data.

Required profile

• Strong customer focus, empathy and attention to detail.
• Fast typing speed (minimum 30 WPM) and ability to stay calm under pressure.
• Previous experience in a contact‑center or customer‑facing role is preferred.
• Willingness to cooperate with teammates and supervisors to boost satisfaction.
• Excellent problem‑solving skills and the ability to follow established processes.

Required skills

• Proficiency with CRM software.