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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 one-time IT support services before expanding into call center operations and back-office support.

Headquartered in Paris, Webhelp operated in over 50 countries, employing more than 100,000 people as of 2021. In March 2023, Concentrix announced its commitment 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.

Webhelp website screenshot (easyJet project)

Role: Travel Advisor – Webhelp Romania (easyJet Project)

Achievements:

  • Handled 50+ customer inquiries daily, providing commercial and technical support for easyJet passengers.
  • Resolved 80% 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 10% increase in customer retention by promoting easyJet services and upselling additional products.

Tools Used 🛠️

  • Customer Support Platforms: Zendesk, internal CRM systems
  • Communication Tools: Outlook, internal chat tools
  • Payment & Refund Processing: easyJet booking system, internal validation and refund tools
  • Task & Workflow Management: Jira, Trello
  • Database & Reporting: Excel, Google Sheets, internal case management systems

Competencies 🧠

  • Customer Support & Issue Resolution: Handling technical and commercial requests efficiently.
  • Complaint Handling & Conflict Resolution: Addressing customer concerns with professionalism and empathy.
  • Flight Booking & Payment Processing: Managing flight 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.