Bilingual Customer Experience Advisor

Connex Telecommunications Inc.•Richmond Hill, ON

6d•Remote

About The Position

As a member of the Customer Experience Team, the Customer Experience Advisor is the first point of contact with our customers and will assist customers with their requests received via various communication channels; phone, email, tickets, etc. will actively participate in analysis, troubleshooting and problem resolution. The Customer Experience Advisor will provide exceptional service to customers and exceed their expectations. We offer competitive compensation, a full range of benefits, and a fun environment with the ability to telecommute with smart and talented team players.

Requirements

Experience in customer service, preferably in a call center environment.
Excellent oral and written French.
Skills and abilities desired. Word, Excel, Outlook.
Bilingualism is a must (French and English).

Nice To Haves

Knowledge of File Maker an asset.

Responsibilities

Provide excellent, prompt, and professional first level support and general assistance and ensure service to customers via phone, email or chat.
Weekly follow up on open and uncompleted tickets.
Take calls from the general line for service tickets or MACDs.
Open tickets following calls and emails with all necessary information and distribute to appropriate technician groups or subcontractors.
File ticket related emails and documents in Q360 and Outlook with the ticket number entered.
Follow dispatch and escalation processes.
Answer questions via phone and email.
Make and turn in order returns weekly.
Make and submit monthly reports every month and quarterly report every three months.
Provide requested quotes to the customer.
Close and invoice orders monthly.
Update customer files in the software.
Make appointments with customers and technicians for work to be done.
Open and process customer requests. Communicate with the customer when they have questions. Follow up on orders.
Work with multiple departments to ensure excellent service.