Customer Engagement Specialist - French Speaking Advisors

Introduction About The Role

We are proud to partner with a leading digital services platform to build a new team of Customer Engagement Specialists.

As a Customer Engagement Specialist, you will proactively engage with prospective and active customers to support their journey with the platform. Through outbound conversations, you will help applicants complete their onboarding, encourage newly onboarded customers to become active, support customers at risk of disengagement, and help existing customers navigate compliance and behavioural requirements.

This is a relationship-led role where the quality of the conversation matters. You will build rapport quickly, understand individual circumstances, identify barriers and use effective communication, education and influencing skills to encourage positive outcomes.

As this is a brand-new line of business, successful candidates will have the opportunity to help shape and develop the operation as it evolves.

Duties & Responsibilities Key Resposibilities

Customer Onboarding & Activation

You will proactively contact applicants and newly onboarded customers to help them progress through the early stages of their journey.

This will include:

Contacting applicants who have become inactive during the onboarding process and helping them complete the required documentation and checks. Understanding the reasons why applicants have not progressed and providing appropriate guidance to overcome barriers. Supporting newly onboarded customers who have not yet logged into the platform or completed their first order. Educating customers on the relevant processes and encouraging them to take the next steps towards becoming active.

Customer Retentions & Engagement

A key part of the role will be engaging customers who may be at risk of disengagement or leaving the platform.

You will:

Proactively contact customers identified as being at risk of churn or reduced engagement. Build rapport and understand the reasons behind their concerns or reduced participation. Use effective questioning, listening and influencing skills to identify appropriate ways to support and retain customers. Clearly communicate relevant information, benefits and opportunities to encourage continued engagement with the platform. Adapt your approach to different customer needs, circumstances and levels of engagement.

Compliance & Recertification

You will also support active customers who need to complete documentation or recertification requirements.

This will include:

Contacting customers who are at risk of deactivation due to outstanding document recertification requirements. Understanding any issues preventing customers from completing the process. Providing clear guidance and troubleshooting support to help customers complete the required steps. Educating customers on relevant requirements and the potential impact of non-compliance. Helping minimise avoidable disruption to customers' ability to remain active on the platform.

Behavioural Policy Support

You will engage with customers who have received notifications relating to behavioural policies or platform expectations.

You will:

Contact customers to understand the circumstances behind the notification. Use effective questioning and listening to establish whether there are underlying issues requiring support. Provide clear information and education around relevant policies and expectations. Identify and escalate issues where appropriate.

Customer Experience & Administration

Across all interactions, you will:

Deliver professional, engaging and solution-focused conversations. Build positive relationships with customers and create a strong experience throughout each interaction. Communicate clearly and confidently, adapting your approach to the individual. Maintain accurate records of conversations, actions and outcomes in the relevant systems. Follow established processes, quality standards and compliance requirements. Take ownership of interactions and ensure appropriate follow-up or escalation where required.

Desired Experience & Qualification What We Are Looking For

We are looking for people who are confident communicators and who enjoy engaging with customers, understanding their needs and influencing positive outcomes.

Grade 12 or an equivalent Matric qualification A clear criminal record The ability to meet the roles applicable credit-vetting requirements Fluency in French Bilingual in English and French Advantageous

Essential Experience

Experience in customer retention, customer engagement, customer success, account management, sales through service or a similar customer-facing environment. Experience handling outbound customer conversations, ideally where the objective is to influence behaviour, encourage action or improve retention. Strong relationship-building and interpersonal skills, with the ability to build rapport quickly. Strong verbal communication and active listening skills. Confidence asking questions, exploring customer needs and handling objections or concerns. A customer-focused and commercially aware mindset, with a genuine interest in achieving positive customer outcomes. Ability to remain professional, positive and resilient when handling challenging or unexpected conversations. Ability to work towards performance, productivity, quality and customer outcome targets. Strong attention to detail and the ability to accurately follow processes. Good digital literacy and confidence working across multiple systems.

Desirable Experience

Previous contact centre or outbound calling experience. Experience in retention, customer loyalty, sales through service or customer success. Experience working with performance and quality metrics. Experience supporting customers through onboarding, compliance or other structured processes. Experience working in a multilingual or international environment.

What Success Looks Like

Success in this role will come from your ability to combine customer experience with commercial and retention-focused conversations.

You will be successful when you can:

Build rapport and establish trust quickly. Understand the underlying reason behind a customer's situation rather than simply addressing the immediate issue. Influence customers to take positive action through effective communication and education. Identify opportunities to improve engagement and retention. Handle objections and challenging conversations confidently. Provide clear, accurate and relevant guidance. Balance customer needs with operational and business requirements. Take ownership of outcomes and consistently deliver against quality and performance expectations.

Key Skills & Behaviours

The strongest candidates will demonstrate:

Relationship Building Builds trust quickly and establishes positive, authentic relationships with customers.

Communication & Active Listening Communicates clearly and confidently, listens carefully and adapts communication to the individual.

Influencing & Persuasion Uses questioning, empathy, education and persuasive communication to encourage customers to take appropriate action.

Retention & Customer Engagement Recognises signs of disengagement, understands customer motivations and uses effective conversations to encourage continued participation.

Problem Solving Identifies the root cause of a problem and provides practical, appropriate solutions or guidance.

Resilience Remains calm, positive and effective when handling objections, challenging conversations or customers who are difficult to engage.

Ownership & Accountability Takes responsibility for the quality and outcome of interactions and follows through on agreed actions.

Attention to Detail Accurately follows processes, records interactions and manages documentation and compliance requirements.

Package & Remuneration What is in it for you?

At Ellio, we want you to feel supported, recognised and empowered to build a career you can be proud of.

You can look forward to:

A competitive remuneration package. Free door-to-door transport for qualifying evening shifts ending after 7pm Medical Insurance Provident Fund Comprehensive product and role-specific training. A fun, supportive and collaborative working environment. Clear opportunities to learn, grow and progress in your contact centre career.

Interested? Bring your energy. Grow your potential. Make every conversation count.

If you are passionate about helping people, confident in finding solutions and motivated by delivering both great service and positive results, we would love to hear from you.