Do you enjoy interacting with customers and feel comfortable communicating over the phone?
Would you like to develop your career in an operational role, at the heart of customer campaigns and projects requiring coordination, follow-up, and support?
At AGENA3000, we are looking for an Operational Calls Officer (F/M) on a permanent, full-time contract, based in Tunis, to strengthen our France Operations teams and contribute to the growth of our Group.
Join a recognized software publisher supporting players across the industry-to-commerce relationship through innovative business solutions. With operations in France, Canada, the Netherlands, Tunisia, and Romania, our Group currently has nearly 220 employees serving more than 5,000 customers.
Why join us?
AGENA3000 (Centaurus Group) is built on strong values shared by all our employees:
Well-being – Boldness – Solidarity – Commitment (B.A.S.E.).
We offer a stimulating work environment that encourages the development of your skills and career. Joining AGENA3000 means becoming part of a fast-growing company, both in France and internationally, where people are at the heart of our strategy.
Our business: adding value to data and enabling it to flow.
Your responsibilities
Reporting to the Deploy Technical & Support Service Manager, and following a training period, your responsibilities will include:
-
Making targeted outbound calls to customers and users as part of operational campaigns.
-
Managing customer onboarding and enrollment campaigns for our applications, particularly in support of email campaigns and webinars.
-
Contacting stakeholders regarding tickets or situations requiring follow-up, qualification, or confirmation of information.
-
Supporting campaigns related to technical changes, including certificate renewals or changes, FTP-to-SFTP migrations, and updates to contact details and connection settings.
-
Using approved call scripts and supporting materials while adapting your communication style to the context and the level of understanding of your contact.
-
Informing and supporting customers regarding the actions expected from them, providing clear explanations of the required steps.
-
Accurately qualifying feedback following calls: successful contact, refusal, information request, incorrect data, action required from the customer, or action required from AGENA3000.
-
Drafting and sending a follow-up email after a call, when necessary, using approved templates.
-
Ensuring accurate tracking of calls and interactions in the monitoring tools defined for each campaign: CRM, project management tool, ticketing system, tracking file, or shared dashboard.
-
Ensuring rigorous campaign follow-up so that Operations, Support, Project, and Marketing teams have reliable and up-to-date information.
Additional responsibilities
-
Participating in the operational preparation of calling campaigns: reviewing target lists, checking contact details, and segmenting and prioritizing contacts.
-
Contributing to the improvement of call scripts, FAQs, and support materials based on customer feedback.
-
Producing regular progress reports on campaigns: calls made, successful contacts, blocking situations, actions requiring follow-up, and ongoing escalations.
-
Contributing to the creation and enrichment of a knowledge base covering objections and standard responses for each campaign.
-
Working closely with the Operations, Support, Project, and Marketing & Communications teams to ensure the smooth execution of campaigns.
Your profile
You have at least a 2-year post-secondary degree, ideally in customer relations, communications, business, management, or a related field.
Previous experience in customer relations, support, outbound calling, or managing telephone campaigns is an advantage, but the position is also open to motivated junior profiles.
You are recognized for:
-
your excellent interpersonal skills and confidence on the phone;
-
your customer service mindset and customer-oriented approach;
-
your ability to communicate effectively with a wide range of contacts;
-
your active listening skills and ability to rephrase and clearly explain simple operational or technical topics;
-
your rigor and organizational skills;
-
your ability to handle a high volume of calls while respecting priorities and deadlines;
-
your ability to remain calm under pressure and maintain a professional attitude in all circumstances;
-
your team spirit and ability to work collaboratively with different departments;
-
your ability to ensure accurate and reliable tracking of interactions.
You also have:
-
good proficiency with IT tools and tracking systems;
-
strong adaptability and the ability to use different tools depending on the campaign: CRM, ticketing system, tracking files, or shared dashboards;
-
an understanding of customer environments and operational challenges is a plus;
-
professional-level English is an advantage in our international environment.
Conditions
-
Contract: Permanent, full-time
-
Location: Tunis (on-site), with the possibility of remote work in accordance with the applicable company policy.
-
Compensation: Based on profile and experience.
Benefits
-
Friendly team and collaborative working environment.
-
Growing international Group.
-
Meal vouchers.
-
Health and disability insurance.
-
Remote work allowance.
-
Various bonuses.
-
Profit-sharing bonus.