Job Description

Role Details

Type of Support: Email and chat
Contract Duration: Temporary contract of 5 months
Training Schedule: Monday to Friday; 8:00 am - 5:00 pm CET
Work Schedule: Pending confirmation. Hours will range between 8:00 AM and 10:00 PM, with coverage needed on weekends
Work Type and Location: Remote in South Africa

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.

The Role

We're looking for talented folks to join our Customer Support in French and English teams. We have a range of opportunities available for people who have built a career in the customer support space and those looking to break into the industry. We are interested in matching your unique skills, experience, and interests with one of our many partners across a variety of industries, including Edtech, eCommerce, Fintech, Health and Wellness, and more. As a Crescendo employee, you’ll have the support you need to develop and grow your career.

What You’ll Do:

• Providing an amazing customer experience across all channels including email, and live chat in English and French
• Able to handle different levels of customer inquiries ranging from order and product inquiries to basic technical troubleshooting
• Meeting customer service KPIs defined by the Customer Happiness Manager (i.e. response time, etc.)
• Consistently achieving individual and departmental goals
• Showing a strong comprehension of all policies and procedures
• Resourceful by working cross-functionally to solve complex customer inquiries
• Closing the feedback loop by sharing valuable customer insight across all departments
• Escalating common trends from calls and emails to ensure swift action is taken
• Collaborating and being proactive in sharing feedback about necessary changes and updates that will help improve the customer experience
• Showing strong comprehension of software and systems used, and ability to navigate across multiple platforms when assisting customers
• Handling other ad hoc requests as communicated by the Customer Happiness Manager

What We Expect From You:

• 1+ years of experience in a customer service role
• Excellent English and French skills; written and verbal skills are a must
• Experience working within the consumer goods, toys, or electronics industries is a plus
• Experience with Zendesk (or related) is a plus
• Organized and capable of managing time with colleagues in different time zones
• An extremely friendly person who loves interacting with people, who is always calm, cool, and collected
• Critical thinker who will use all resources to arrive at the best solution for the customer and brand
• Proactive and collaborative
• Active listener who is a determined problem solver
• Ability to learn and adapt quickly to new systems and software

What You’ll Get In Return:

• Remote working arrangements
• Competitive base salary
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities

Company Culture

Proudly certified as a Great Place to Work®, our culture combines an AI-first mindset with an environment where top talent thrives. Our core values define our operational standard and give us our edge. They set the bar for how we execute, innovate, and partner with the world's leading brands.

• Care for Others: Empathy drives high performance. When our teams and partners thrive, the operational mission succeeds.
• Embrace Growth: Curiosity fuels progress. Take calculated risks, sharpen your technical and operational edge, and push boundaries.
• Manifest Trust: Trust is our primary currency. Earn it through execution, protect it fiercely, and build seamless collaboration.
• Take Ownership: Act with extreme accountability and integrity. Decisive action drives lasting impact.
• Be Humble: Humility unlocks better ideas. Listen actively, elevate collective intelligence, and maintain a continuous learning mindset.

Crescendo is an equal-opportunity workplace. We champion diversity, inclusion, equity, and belonging as core pillars of how we operate. 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 legally protected status. Qualified applicants with criminal histories will also be considered in a manner consistent with legal requirements.

We are committed to full inclusion. If you require reasonable accommodations to participate in the application or interview process, please contact us at careers@crescendo.ai

Privacy Notice

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