Bilingual Technical Support Representative - Virtual

Canon Careers

9d•Remote

About The Position

Are you passionate about creating exceptional customer experiences to ensure that our customers continue to choose our products and services? Do you enjoy troubleshooting complex technical issues with a focus on achieving one-call resolution? Can you effectively upsell products and services and guide customers to make the right purchasing decisions? If so, this could be the role for you! As a member of the Canon team, you will assist our customers with a range of consumer products, such as fax machines, scanners, printers, and photo equipment. You will use your problem-solving skills to identify each consumer’s inquiry and guide them to an appropriate solution, ensuring that every case is resolved satisfactorily.

Requirements

French and English proficiency
High school diploma
Minimum 1 year experience in a contact center or customer service environment
Proven customer relations skills professionally and courteously in a multi-channel environment
Familiarity with computers to learn systems/processes promptly
Ability to organize time, set priorities and multi-task in order to meet KPIs
Exemplary written and oral communication skills

Responsibilities

Deliver exceptional customer service via telephone, email, and chat to Canon clients with respect and a helpful and professional tone of voice.
Assist customers with clear direction and communicate with appropriate troubleshooting steps; focusing on customer satisfaction and solutions.
Finding opportunities on every customer interaction (Phone, Email, Chat) to add value for the customer and Canon by offering updates to their products, or providing detailed information on a pre-sale inquiry.
Frequently use of our CRM database to navigate and look up customer information, alongside documenting detailed customer information regarding customer interactions.
The focus is to meet monthly KPIs, Operational Metrics, and employee reliability to ensure the end result is to create a great customer experience.
Working in a fast-paced environment, collaborating with colleagues and the leadership team while maintaining professionalism and excellent work ethic.