Respond promptly and accurately to customer inquiries across multiple channels including chat, phone, and email.
Assist customers in managing their domain portfolios and digital assets to protect and secure their global online brands.
Build and maintain strong, trust-based relationships with our clients by understanding their specific needs.
Resolve requests related to orders, domain names, DNS, digital certificates, digital brand management, billing, and technical issues.
Identify and escalate complex or unresolved issues to the appropriate teams while ensuring follow-up and timely resolution.
Develop deep knowledge of our services and inform customers about updates and industry developments.
Support other DBS teams with brand launches, projects, and problem resolution.
Meet or exceed goals, contributing to maintaining our leadership in customer support as reflected in our outstanding Net Promoter Score (NPS).

Requirements

Excellent written and verbal communication skills in French and English (additional languages are a plus)
Significant experience in a customer service-oriented role.
Critical thinking skills with a solution-oriented mindset
Strong Microsoft Office skills, including Excel, Word, and Outlook
Ability to learn, adapt, and discuss new technologies
Tenacity and agility to manage priorities and varied requests from internal and external stakeholders
Ability to work independently while being an effective, engaged team member
Excellent organizational skills with the ability to prioritize tasks under pressure in a fast-paced environment
Prior experience delivering high-quality results with strong attention to detail
Interpersonal qualities such as kindness, effective communication, active listening, and constructive collaboration.

Benefits

12 RTT days
A comprehensive group health insurance plan and welfare benefits
A holiday bonus
Comprehensive professional training (approximately 2 months)
A mentor within the team for additional daily support during your onboarding period.
A collaborative and inclusive work environment.
Supportive leaders committed to your professional development and career progression.
Free access to OpenSesame, monthly role-related training sessions, and more.
Flexibility for our employees through a hybrid 3/2 work model.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer servicedomain managementDNSdigital certificatesdigital brand managementbillingtechnical issue resolutioncritical thinkingattention to detailMicrosoft Office

Soft Skills

written communicationverbal communicationsolution-oriented mindsetorganizational skillsprioritizationinterpersonal skillsactive listeningcollaborationadaptabilitytenacity