Job Description

Role Details
Location: Capetown, South Africa
Work Arrangement: Remote
Expected Start Date: January 2026
About Us
Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.
More than that, Crescendo is about people. We don't just connect talent with opportunity--we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let's build the future of customer experience together.
Welcome to Crescendo. Welcome to what's next.
The Role
We are looking for a French Bilingual Customer Support Specialist II to deliver exceptional customer experiences through high-quality, empathetic, and solutions-driven support. This role supports customers via email, chat, and/or voice, handling more complex inquiries that require strong product knowledge, critical thinking, and excellent communication skills in both French and English.
As a Level II specialist, you will act as a trusted problem-solver, support escalations, and help uphold service quality standards while working fully remote.
What You'll Do:

• rovide professional and timely customer support in French and English across assigned channels (email/chat/voice)
• Resolve moderate to complex customer concerns, including account issues, billing questions, and product or service inquiries
• Accurately document interactions, resolutions, and next steps in CRM and ticketing systems
• Identify recurring issues and provide feedback to improve processes, knowledge bases, and customer experience
• Adhere to SLA, QA, and compliance standards
• Collaborate with internal teams (QA, Training, Ops) to ensure consistent service delivery
• Act as a point of support for escalated or sensitive customer cases when needed

What We Expect From You:

• 2+ years of customer support experience, preferably in a BPO, SaaS, eCommerce, or tech-enabled environment
• Fluent in French and English (written and spoken)
• Proven ability to handle complex or escalated customer issues with professionalism and empathy
• Strong written communication skills with attention to tone, clarity, and accuracy
• Experience using CRM or ticketing tools (e.g., Zendesk, Salesforce, Freshdesk, or similar)
• Comfortable working independently in a remote setup
• Previous experience in a healthcare or healthcare-related support environment (e.g., patient support, health insurance, medical devices, telehealth platforms)

What You'll Get In Return:

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options
• Training and professional development opportunities

Company Culture Is At Our Core
Core values give our work intention and our culture its edge. They're the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what's next.
• Take ownership: Bold choices with integrity at the core--that's how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact .
PRIVACY NOTICE
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To understand more about Crescendo's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center .
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