• Customer Service Representative - French

    Job ID
  • Overview

    Do you want to work for one of the global leaders in enterprise data & cyber security solutions?


    Discover Trend: Since 1988, Trend Micro has been an internet security pioneer tackling a fast-growing malware landscape. When you join Trend, you join a rare global family with 30 years of history, marked by an entrepreneurial spirit and vision that has assured our products are always on the cutting edge in a very competitive field. In Cork, we established our European Operations Centre in 2003 and employ approximately 250 people across the following functions: Centralised Sales, Technical Support, Customer Operations, Information Services, Financial Services, Human Resources and Corporate Social Responsibility.


    Discover You: At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you become a part of Trend, you have direct access to any level, and freedom to make an impact and influence. We expect leadership, not management. With Trend Micro, you drive your own development. We encourage thought leadership and advocate internal opportunity. Trend is like nowhere else. We embrace all of our differences and are motivated by challenge. You are recognised for your passion to succeed, and can be the best part of yourself here.


    The Role:

    Reporting to the Customer Operations Order Fulfilment Manager, you will be responsible for delivering an excellent level of customer support to our French Business Units. This role requires you to be highly motivated with excellent communication and organisational skills.

    The Responsibilities

    • You will provide a high standard of customer service to all our internal & external customers, by taking responsibility of all queries received through to resolution.
    • You can build positive relationships with our Business Units you will support in order to deliver an excellent service through both responding to inbound Order & Sales Support related inquiries within the service level agreement & work with the business unit’s to streamline processes.
    • You deliver excellent service to our centralised Renewal Sales team by managing all of their inbound queries in relation to renewals due and clarify sales policies and procedures.
    • You support our Data Management team to ensure quick turnaround of order and query validation process. (As per agreed service level).
    • You can liaise with our data management team on a regular basis, ensuring all unclean orders are resolved in a timely manner and are returned to data management team for completion.
    • You actively review quarterly activities with the aim of working directly with our Sales teams, customers and other internal departments to resolve any re-occurring issues and escalations.
    • You can successfully achieve objectives and targets as set by your Manager.
    • You can adhere at all times to Sarbanes Oxley documented procedures and compliance with audit requirements.
    • You enjoy being involved other project work or administrative tasks as required

    You Are

    • Fluent knowledge in written and spoken English and French. Additional European languages are an advantage.
    • Motivated to drive and achieve all key objectives of the role.
    • Able to analyse the service provided using key performance indicators. This will involve the recording of daily inbound query volumes and types, and analyse with a view to taking corrective actions. The results of which should improve existing services or build new valuable services to the business.
    • Able to streamline continuous improvements to existing processes and procedures.
    • Education to Leaving Certificate level (or similar). Business or other relevant 3rd level qualification desirable

    You Have

    • Minimum of 1 years experience in a similar dynamic multi-cultural environment working against tight deadlines.
    • Strong communication, interpersonal and problem solving skills and enjoy collaborating and working with a team
    • Proficiency in Microsoft Word, Excel and Windows
    • Ability to work on your own initiative and under pressure as well as the drive to actively improve processes and drive efficiencies
    • Excellent administration, organisational, analytical and time management skills
    • Proven ability to troubleshoot problems, execute & deliver results as well as multi-task and prioritise your responsibilities


    Equal Opportunities Statement:

    At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.


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