Bilingual Customer Services Representative

Goodmorning com•Edmonton, AB

1d•CA$22 - CA$25

About The Position

A customer-obsessed associate, accountable for answering customer queries, resolving customer problems, and championing service standards by delivering a world-class customer service experience from start to finish.

Requirements

1+ year experience working in a call center environment
Perfect written English and French
A passion for providing exceptional customer service
Conflict management skills and the ability to deliver a difficult message that creates the best customer experience possible
Sales experience; a proven ability to take customer queries and turn them into closed sales
Able to correspond in multiple tones to cater for different audiences in various situations
Understanding of customer service best practices, communication, and customer de-escalation to promote business goals
Proven aptitude to function within deadlines, while working both independently and as part of a team
Strong multi-tasking skills, highly organized
Professional and positive attitude

Responsibilities

Maintain an appropriate level of knowledge of product and services
Handle incoming and outgoing customer service calls, emails, texts, live chats and third-party market support
Offer value-added solutions and promote customer loyalty by providing exceptional customer support
Continue to develop awareness of competitor products and key comparative details
Develop appropriate level of knowledge of systems and update customer records and internal documents daily
Resolve product or service problems by: clarifying customers’ concerns; determining root causes of the concerns; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following-up to ensure resolution
Identify issues that need to be escalated to higher levels of support
Follow established processes and contribute to development of enhanced processes
Develop an understanding of authority levels for customer appeasement
Meet the minimum target for KPIs based on level
Other duties as reasonably assigned