Webhelp

Webhelp

Webhelp was a French multinational company specializing in business process outsourcing (BPO) and customer experience management.

Founded in June 2000 by Frédéric Jousset and Olivier Duha, the company initially offered real-time IT support services before expanding into call center operations and business support.

Headquartered in Paris, Webhelp operated in over 35 countries, employing more than 100,000 people as of 2021. In March 2023, Concentrix announced its intention to acquire Webhelp in a deal valued at $4.8 billion.

The acquisition received approval from the European Commission in September 2023, and by April 2024, the combined entity rebranded under the Concentrix name.

Tools Used:

  • Customer Support Platforms: Zendesk, internal CRM systems

  • Communication Tools: Outlook, internal chat tools

  • Payment & Refund Processing: EasyJet booking system, internal transaction validation tools

  • Task & Workflow Management: Jira, Trello

  • Database & Reporting: Excel, Google Sheets, internal case management systems

Role: Travel Advisor – Webhelp Romania (easyJet Project)

Achievements:

  • Handled 50+ customer inquiries daily, providing commercial and technical support for easyJet passengers.

  • Resolved 90% of complaints on first contact, improving customer satisfaction and service efficiency.

  • Processed and validated 100+ flight changes, refunds, and payment verifications per week, ensuring accuracy and compliance.

  • Maintained an average response time 20% faster than the required SLA, enhancing operational efficiency.

  • Managed customer interactions across multiple channels, including phone, email, and written requests.

  • Assisted in implementing standardized complaint-handling procedures, reducing escalations by 25%.

  • Contributed to a 15% increase in customer retention by promoting easyJet services and upselling additional products.

Competencies:

  • Customer Support & Issue Resolution: Managing technical and commercial requests efficiently.

  • Complaint Handling & Conflict Resolution: Addressing customer concerns with professionalism and empathy.

  • Flight Booking & Payment Processing: Managing ticket modifications, refunds, and payment validations.

  • Multi-Channel Communication: Handling requests via phone, email, and written correspondence.

  • Process Adherence & Documentation: Ensuring compliance with airline policies and procedures.

  • Upselling & Service Promotion: Recommending easyJet services to enhance customer experience.