Senior Customer Care Specialist - French

<h3><span style="font-size: 10pt;"><strong>Senior Customer Care Specialist - French</strong></span></h3> <h3><span style="font-size: 10pt;"><em>Location:&nbsp; Chennai.</em></span></h3> <p><span style="font-size: 10pt;">Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.</span></p> <p><span style="font-size: 10pt;"><strong>Working Model &amp; Shift Details:</strong></span></p> <p><span style="font-size: 10pt;"><strong>Shifts: Night Rotational (including weekends and holidays) within a 24x7 support structure.</strong><strong><br></strong><strong>Initial 6 months: Work from Office (Chennai).</strong><strong><br></strong><strong>Post-training: Hybrid (3 days onsite, 2 days remote).<br><br></strong></span><span style="font-size: 10pt;"><strong> You should be:</strong></span></p> <h3><span style="font-size: 10pt;">Flexible: Comfortable with night shifts &amp;&nbsp; rotating shifts and business changes.</span><br><span style="font-size: 10pt;">Versatile: Willing to support across multiple channels—voice, and tickets.</span><br><span style="font-size: 10pt;">Adaptable: Open to learning new systems and evolving technologies.</span><br><span style="font-size: 10pt;">Collaborative: Ready to work across teams and adjust to leadership or process shifts.</span><br><span style="font-size: 10pt;">Committed: Focused on delivering consistent results that meet SLAs and KPIs.</span><br><span style="font-size: 10pt;">Proactive: Open to upskilling, cross-training, and taking on additional responsibilities.</span></h3> <p><span style="font-size: 10pt;"><strong>Bready* to make a change?</strong></span></p> <p><span style="font-size: 10pt;">As a Customer Care Specialist - Toast Now, you'll be the hero of our customers' day and use your product knowledge and technical expertise to answer questions, solve problems, and deliver exceptional service through chat. Our customers are at the heart of everything we do. You'll use your problem-solving skills and friendly approach to craft solutions that leave them happy.</span></p> <p><span style="font-size: 10pt;">With an unwavering commitment to learning and a hospitality-focused mindset, you're eager to showcase our ever-expanding suite of hardware and software offerings. To thrive as a Tech Support Specialist for ToastNow, you are resilient, motivated to deliver high-quality customer interactions, and excel in ambiguous environments.</span></p> <p><span style="font-size: 10pt;"><strong>As a Customer Care Specialist, you will: (Responsibilities)</strong></span></p> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Leverage your Toast product knowledge and customer service skills to answer Toast customer chats, voice calls, and casework.&nbsp;</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Write clear, concise, and professional messages that ensure customers understand exactly what's going on.&nbsp;</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Ability to communicate complex technical information efficiently.&nbsp;</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Expertly balance business applications and customer chats staying organized and meeting deadlines.&nbsp;</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Collaboration is key! Work seamlessly with your colleagues to ensure every customer gets the support they need.&nbsp;</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Expand your knowledge of Toast’s hardware and software weekly through professional development time, training, knowledgebase articles, and the experience gained from performing the role.&nbsp;</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Conduct Toast procedures to escalate and coordinate the customer response per Toast values.&nbsp;</span></li> </ul> <p><span style="font-size: 10pt;"><strong>(Requirements)</strong></span></p> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">A minimum of 3 year Bachelor’s degree in any area, or any other related discipline.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">2-4 years of experience in a customer support role, troubleshooting software and/or hardware issues.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Strong English language proficiency - need the ability to understand complex issues and communicate clearly with customers using restaurant industry jargon.&nbsp;</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Strong written communication and typing skills.&nbsp;</span></li> </ul> <h3><span style="font-size: 10pt;"><strong>French language proficiency at B2/C1 level – required to support French-speaking customers effectively.</strong></span></h3> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Ability to operate in an ambiguous environment, troubleshooting unique issues that involve a complex set of configurations that require thorough investigation.&nbsp;</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Strong customer service mindset - the ability to empathize, problem solve collaboratively, de-escalate, and deliver a superior experience to our customers.&nbsp;</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">You can handle your workload and prioritize tasks effectively, even when things get busy.&nbsp;</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">You enjoy collaborating with others and fostering a positive work environment!</span></li> </ul> <p><span style="font-size: 10pt;"><strong>Special Sauce* (Non-essential Skills/Nice to Haves)</strong></span></p> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience answering incoming Chats and ticketing systems&nbsp;</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience working in the tech industry or for a SaaS company</span></li> </ul> <p><span style="font-size: 10pt;"><strong>Operational Hours</strong></span></p> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Candidates must be available to work on-site for the full 6- 8 week training &amp; learning period. Following training, nesting &amp; mentorship the role transitions to a hybrid schedule, requiring 3 days in the office and 2 days working from home. To ensure a seamless learning experience, we require full attendance during the training period.&nbsp;</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Open to rotational shifts that may include weekends and holidays.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Hybrid, Chennai | 5 days working (Rotational in days &amp; time).&nbsp;</span></li> </ul> <p><span style="font-size: 10pt;"><strong>We are Toasters</strong></span></p> <p><span style="font-size: 10pt;">Diversity, Equity, and Inclusion is Baked into our Recipe for Success.</span></p> <p><span style="font-size: 10pt;">At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.</span></p> <p><span style="font-size: 10pt;">The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.</span></p> <p><span style="font-size: 10pt;">Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.</span></p> <p><span style="font-size: 10pt;"><strong>Bready* to make a change? Apply today!</*