Multilingual Customer Service Representative
3 days ago
About the Role:
The Bilingual Customer Service Specialist will serve as the primary point of contact for brand Account Executives, retail, wholesale, e-commerce, and customer inquiries/concerns.
Main Responsibilities:
- Handles inbound and outbound calls, emails, chats, and conflict-resolution from multi-channeled contacts in an unscripted call center environment.
- Responds to customer inquiries and concerns, troubleshoots issues, and determines the best path for resolution using quality metrics established by management to provide a consistent customer service experience.
- Effectively communicates accurate information to the customer and conducts the appropriate customer follow-up whenever required.
- Initiates resolution forms and tracks call types.
- Achieves personal and team performance objectives and standards.
- Other activities as assigned.
Requirements:
- French/English fluency required.
- Excellent Customer Service skillset required.
- Must be comfortable with technology, including but not limited to; SAP, Magento, Salesforce, and Pro-Concept.
- Excellent written/verbal and follow-up/time management skills.
- Working knowledge of and skill in using MS Office Word, Excel - required. Relevant SAP and Salesforce experience preferred.
- Ability to quickly learn a new database computer program required.
- Ability to adeptly multitask and prioritize as necessary with strong attention to detail.
- Must be open to coaching and constructive feedback to improve their own performance and to enhance the overall performance of the team.
Education and Experience:
- Minimum of 3 years prior customer service experience in a high-volume, unscripted call center environment required.
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