TO KNOW BEFORE APPLYING

• This position is based in Koweit ;
• Temporary contract offered - 6 months (no freelance contract nor expatriation) ;
• 0 - 2 years of experience required ;
• Fluent in English & Arabic mandatory - written & spoken ;
• French is an advantage.

WHO WE ARE

CAPAGO is a French provider of outsourcing services for European governments and their diplomatic missions, responsible for financing and managing visa application centres to process their Schengen visa applications.

We currently operate in 9 countries and welcome more than 250,000 visa applicants yearly.

As part of our development, we are looking to strengthen our Contact Center department and are looking for an Multicanal customer support agent who is looking for new challenges within a dynamic and human-focused company.

DESCRIPTION OF THE POSITION

The Multicanal Customer Support Agent (CSA) at Capago has the following objectives:

• Multichannel management:
  Handling interactions through various channels (chats, emails, phone calls) with standard and platinum applicants.
• Sales conversion:
  Identifying cross-selling opportunities and promoting additional services to
  convert standard applicants into platinum applicants.
• Complaint management:
  Addressing complaints promptly, escalating unresolved issues, and ensuring follow-up to guarantee applicant satisfaction.
• Documents check:
  verifying all documents of clients and ensure completion of the applicaiton before submission and within the visa type guidelnes.
• Outbound campaigns:
  Conducting outbound campaigns to promote services and gather information from applicants
• Proactive engagement:
  Understanding applicants needs to provide personalized and accurate recommendations
• Account management:
  Accessing and updating applicant account information (application history, appointment dates, etc.).
• Compliance with standards:
  Maintaining a high level of professionalism, meeting response timeframes, and ensuring adherence to company policies and legal regulations.
  

SKILLS

• Active listening :  Ability to attentively listen to applicants concerns and demonstrate empathy.
  
• Customer orientation : Prioritizing applicants' satisfaction and commitment to delivering exceptional service.
• Problem-solving skills : Identifying and resolving issues promptly, with strong negotiation and persuasion abilities.
• Time management : Ability to prioritize tasks ans meet objectives while maintaining high service quality.

DIPLOMA & EXPERIENCE

• Bachelor degree in a related field ;
• 0-2 years of experience in a similar position ;
• Fluent in English & Arabic mandatory - written & spoken ;
• French is an advantage