Technical Bilingual Brand Ambassador

2 weeks ago

Charlotte, North Carolina, United States Positec Tool Corporation Full time
Job Description
Position Summary:

The Technical Bilingual Brand Ambassador is responsible for handling customer inquiries through inbound/outbound calls, email, and live chat. Types of inquiries include order entry, troubleshooting product functionality, listening and handling complaints, as well as providing general customer service information and help. Entering all orders with 100% accuracy. Responsible for maintaining customer security relating to personal and payment information including following FTC and security guidelines during and after the transaction.

Essential Functions:
  • Interact directly with customers either by telephone, live chat, or email and evaluate all relevant information to process customer order requests as well as handle inquiries and complaints.
  • Strive for a one call, email, or chat resolution with each customer.
  • Utilize resources to research customer inquiries.
  • Follow up on any customer interaction that still needs to be completed by communicating with a Lead Brand Ambassador.
  • Direct additional requests and unresolved issues to the designated department.
  • Enter appropriate and detailed notes of all customer interactions and transactions within the Voice of the Customer reporting and order entry systems.
  • Follow FTC and PCI security guidelines during and after all applicable transactions.
  • Adhere to daily schedules, maintain standard performance measures, and maintain all proper quality measures for calls, email, and live chat.
  • Troubleshoot tools using manuals and videos.
  • Perform other duties as assigned, such as special projects and admin-related duties.
Education and Experience:
  • High School Diploma, general education degree, or equivalent.
  • Demonstrable knowledge of customer service and sales principles and practices.
  • Proficiency in relevant computer applications.
  • Ability to type 45 wpm.
  • Knowledge of administrative procedures.
  • 6 months or more customer service experience.
  • 6 months or more experience in a call center environment is preferred.
  • Bilingual experience is required. (French & English)
Key Competencies:
  • Interpersonal skills
  • Excellent communication skills - verbal and written
  • Excellent listening skills
  • Excellent time management skills
  • Problem analysis and problem-solving
  • Attention to detail and accuracy
  • Data collection and ordering
  • Customer service orientation
  • Adaptability to change
  • Judgment
  • Teamwork
  • High energy and willingness to take initiative
  • Stress tolerance, patience, and empathy throughout the year during fluctuating business volume
  • Positive attitude
Requirements
  • Language Skills:
  • Proficient in written and spoken English & French language utilizing appropriate punctuation and grammar. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  • Mathematical Skills:
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area circumference, and volume; ability to apply concepts of basic algebra and geometry.
  • Reasoning Skills:

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