Bilingual Customer Services Representative

Description

A customer-obsessed associate, accountable for answering customer queries, resolving customer problems,  and championing service standards by delivering a world-class customer service experience from start to finish.

In this role, you will:

• Maintain an appropriate level of knowledge of product and services

• Handle incoming and outgoing customer service calls, emails, texts, live chats and third-party market support

• Offer value-added solutions and promote customer loyalty by providing exceptional customer support

• Continue to develop awareness of competitor products and key comparative details

• Develop appropriate level of knowledge of systems and update customer records and internal documents daily

• Resolve product or service problems by: clarifying customers’ concerns; determining root causes of the concerns; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following-up to ensure resolution

• Identify issues that need to be escalated to higher levels of support

• Follow established processes and contribute to development of enhanced processes

• Develop an understanding of authority levels for customer appeasement 

• Meet the minimum target for KPIs based on level

• Other duties as reasonably assigned

Qualifications

• 1+ year experience working in a call center environment

• Perfect written English and French

• A passion for providing exceptional customer service

• Conflict management skills and the ability to deliver a difficult message that creates the best customer experience possible

• Sales experience; a proven ability to take customer queries and turn them into closed sales

• Able to correspond in multiple tones to cater for different audiences in various situations

• Understanding of customer service best practices, communication, and customer de-escalation to promote business goals

• Proven aptitude to function within deadlines, while working both independently and as part of a team

• Strong multi-tasking skills, highly organized 

• Professional and positive attitude

• Hours of operation: Monday to Friday 8:00 - 5:00 MST, Saturday and Sunday 8:00 - 4:00 MST

• Hourly position: 40 hours a week, rotating weekends and holidays