Customer Service Representative - French Speaking

About the role

Trainline is looking for a French‑speaking Customer Service Representative to join its Edinburgh team. You will be the friendly voice that assists travellers with journey planning, ticket issues and general enquiries, ensuring a smooth and enjoyable experience.

Key responsibilities

• Handle inbound customer calls in French, addressing queries from journey planning to complex travel problems.
• Take ownership of each enquiry, resolve issues and follow through to closure.
• Log and update cases across multiple internal tools and CRM systems.
• Provide guidance on Trainline’s website, mobile app and services, highlighting features and promotions.
• Identify opportunities to offer additional assistance beyond the initial request.
• Process payments and manage sensitive personal data in line with GDPR.
• Draft clear follow‑up communications and navigate several systems quickly and accurately.
• Stay up‑to‑date with new product features, updates and tools.
• Escalate matters when necessary while working independently.

Required profile

• Native or fluent French speaker.
• Strong people‑orientation with a passion for delivering excellent service.
• Previous experience in a customer‑facing role, preferably over the phone.
• Clear written communication and high attention to detail.
• Comfortable using technology and switching between multiple systems.
• Team player who thrives in a fast‑paced, collaborative environment.

Required skills

What we offer

• Private healthcare and dental insurance.
• Generous work‑from‑abroad policy.
• 2‑for‑1 share purchase plan and EV scheme.
• Extra festive time off and family‑friendly benefits.
• Opportunities for career growth within a FTSE 250 company.