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Customer Care Agent

3 months ago

BasSaintLaurent, Canada Fiberlinks Textiles Full time
**Agent au Service Client**

**RÔLE ET RESPONSABILITÉ**
- **Ce rôle consiste à s'assurer que tous les appels et demandes des clients soient reçus, confirmés et suivis pour assurer un service à la clientèle hors pair. Ceci englobe les fonctions suivantes**:_
- Répondre à toutes les demandes des clients soit par téléphone ou par courriel et travailler étroitement avec l'équipe pour résoudre les problèmes
- Récupérer et traiter toutes les commandes au système et effectuer le suivi avec l'entrepôt.
- Vérifier l'exactitude des prix, des inventaires et proposer les items de remplacement
- Faire le suivi de toutes les promotions en cours
- Mettre à jour et s'assurer que toutes les informations soient mises à jour dans le dossier client en collaboration avec le département de crédit
- Répondre aux demandes des représentants, agents des ventes, et clients pour le suivi des commandes, listes de prix, catalogues, échantillons ou tout autre outil connexe aux ventes
- Répondre aux demandes des clients pour les remboursement et échanges des produits commandés
- Faire les suivis des commandes au besoin
- Supporter les clients avec tous problèmes techniques sur les différentes plateformes
- Apprendre les lignes de produits de toutes les divisions pour être en mesure de répondre aux questions des clients et d'identifier les besoins afin de recommander le produit ou le service approprié.
- Apprendre à identifier les besoins des clients afin de recommander le produit ou service approprié.
- Apprendre les systèmes logiciels utilisés par l'entreprise pour pouvoir communiquer efficacement avec les demandes entrantes
- Assurer la relève des collègues en cas de vacances ou de congés.
- Tout autre tâche connexe en relation au département du service client et des ventes
- Maintenance et entretien de la salle de montre.
- Préparer et envoyer les échantillons aux clients selon les besoins

Le titulaire de ce poste fera tout ce qui est nécessaire dans le cadre des heures de travail officielles allouées pour soutenir les efforts de vente de Groupe Fiberlinks.

Ce poste est un poste permanent à temps plein

**Qualifications**
- 2 à 5 ans d'expérience dans le domaine du service client
- Personnalité et compétences interpersonnelles supérieures avec les clients externes et internes
- Capacité à établir des priorités et d'agir dans un environnement en constante évolution
- Excellente capacité à utiliser Excel et Microsoft Office
- Bonne capacité de négociation et résolution de problème
- Parfaitement Bilingue - français et anglais

**Customer Care Agent**

**ROLE AND RESPONSIBILITY**
- **This role consists of ensuring that all customer calls and requests are received, confirmed, and followed up to ensure unparalleled customer service. This includes the following functions**:_
- Retrieve and process all orders in the system and follow up with the external warehouse
- Check the accuracy of prices, inventories and propose replacement items
- Keep track of all current promotions
- Update and ensure that all information is updated in the customer file in collaboration with the credit department
- Respond to requests from sales representatives, agents, and customers for order tracking, price lists, catalogs, samples or any other sales related tool
- Manage refund and replacement requests from the customers
- Learn about the products inside and out from all divisions to be able to answer any questions from customers and their needs in order to recommend the appropriate product or service.
- Learn the software systems used by the company to be able to communicate effectively with incoming inquiries
- Provide feedback to other departments to help improve sales, marketing, and business processes.
- Ensure the relief of colleagues in the event of vacation or leave.
- Any other related task in relation to the customer service and sales department
- Maintenance and upkeep of showroom samples and layout.
- Prepare and send samples to customers as needed

The incumbent of this position will do whatever is necessary within working hours to support the sales efforts of the Fiberlinks Group.

This position is a permanent full-time position

**Qualifications**:

- 2 to 5 years of experience in the field of customer care
- Superior personality and interpersonal skills with external and internal customers
- Ability to set priorities and act in a constantly changing environment
- Excellent ability to use Excel and Microsoft Office
- Good negotiation skills and problem solving
- Perfectly Bilingual - French and English

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement

Schedule:

- Monday to Friday

**Education**:

- DCS / DEC (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person