Bilingual Client Services Representative

Demant Group•Kitchener, ON

8d•Hybrid

About The Position

This hybrid position, located in Kitchener, requires providing a high level of customer service support to ensure customer satisfaction. The role involves handling a high volume of customer inquiries via phone and email, assisting with various aspects of orders, providing product support, and resolving customer issues.

Requirements

Handle a high volume of telephone and email communication with customers as a regular requirement of the job
A high school diploma or equivalent is required
Excellent verbal and written communication skills to interact with customers

Nice To Haves

Post-secondary diploma or degree in sales, customer service, marketing, office administration, business administration or related field is preferred

Responsibilities

Respond to a high volume of customer inquiries via phone and email
Assist with order placement, status updates, rush requests, warranties, and repairs
Provide basic product and technical support
Resolve customer issues and complaints in a timely and professional manner
Maintain strong knowledge of products, services, programs, and relevant regulations to provide accurate and effective support to customers
Process and track orders accurately using Navision
Coordinate with Operations, Audiology, Finance, and Distribution teams
Ensure all customer requirements are met through proper follow-up
Provide backorder updates and production status to customers
Build strong relationships with customers and internal teams
Support team initiatives such as call monitoring, concierge programs, and quality checks
Mentor and assist newer team members when needed
Participate in product launches and customer events when needed
Maintain accurate records and documentation
Prepare necessary paperwork and reports
Ensure adherence to internal processes and quality standards
Contribute to continuous improvement initiatives and special projects