Customer Service Representative

Skills :

Bilingualism – Strong English/French communication, both verbal and written

Job Description

Responsibilities:

• Provide support to our customers by processing orders, requests for pricing, product availability, order status, delivery, billing questions as well as returns and credits
• Resolve customer complaints and address concerns as appropriate with the goal of first contact resolution
• Answer product or service inquiries troubleshoot and support our customers in facilitating communication for technical assistance
• Partner with other departments and with our suppliers to find solutions.
• Assist in working to increase revenue by offering substitutes and/or alternative products where applicable
• Make recommendations on areas for process improvements

Requirements:

• High school graduate, bachelor’s degree preferred, or a similar combination of education and experience.

Experience:

• 2-3+ years of experience in a customer service role, customer call centre experience is a plus
• Experience working in an office environment is also a plus

Knowledge, Skills Abilities:

• Bilingualism – Strong English/French communication, both verbal and written
• Highly developed sense of dedication to customer happiness
• Ability to problem-solve customer inquiries via telephone, chat and email
• Demonstrates attention to detail, accuracy and quality
• Organizational and time management skills, ability to prioritize and multi-task, Team player
• Practices active listening
• Ability to maintain composure and positive demeanour during difficult times
• Proficient PC skills in Microsoft Office, IE, and strong typing skills required; able to work in multiple systems concurrently using multiple monitors.