Contact Centre, Bilingual Customer Engagement Specialist
About The Position
The Frontline Customer Engagement Specialist’s primary responsibility is to provide consultative customer service that consistently meets or exceeds Company standards of excellence and customer expectations. This position is responsible for creating an effortless customer experience for a variety of external and internal customers flowing through multiple communication platforms. The Frontline Customer Engagement specialist takes ownership of customer issues, leveraging resources available while also recognizing the need to escalate to solve the customer’s contact efficiently.
Requirements
- Ability to engage with customers virtually
- Strong problem solving, organizational and time management skills
- Excellent verbal and written communication skills
- Strong ability to work independently and collaboratively
- Highschool diploma or equivalent
Nice To Haves
- Bi-lingual in French is an asset
- Microsoft Office and SAP knowledge is an asset.
Responsibilities
- Greet and support customers via varying communication platforms to best support a fast, efficient and seamless experience within identified goals and timelines
- Engage conversations with probing questions to quickly assess needs, proactively provide solutions with a high degree of accuracy and superior customer service while delivering a positive end to end experience.
- Empathically respond to inquiries, taking full ownership of interaction, while providing exceptional end to end customer experience while recognizing when customer contact requires escalation
- Ability to effectively recognize different customer types and cater support and resolution towards individual customer needs (Pro/DIY/Online)
- Clear and concise communication to effectively document details relating to all interactions inbound/outbound using appropriate systems.
- Collaborate with internal and external partners, leveraging all necessary tools, to resolve customer inquiries.
- Shows genuine appreciation through each contact supported while thanking them for their continued loyalty to the Home Depot
Benefits
- The pay range for this position is between $18.40 - $20.15
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
