Customer Experience Associate

2 weeks ago

Montreal, Quebec, Canada Kitco Metals Inc. Full time

RESPONSIBILITIES:

The responsibilities of this position include, but are not limited to the following:

  • Deal directly with customers over the phone or through written correspondence
  • Adhering to service levels and schedules
  • Provide consistent, prompt, and professional customer service throughout all channels of communication
  • Optimize sales from inbound/outbound calls and through online chat
  • Provide customers with current product and service information
  • New account creation (lead generation initiatives)
  • Manage customer account by ensuring accuracy, record keeping of both interactions and transactions
  • Communicate and coordinate with internal departments
  • Adhere to all Precious Metals department policies and procedures
  • Advocate for the customer ensure their voice is heard at Kitco
  • All other tasks as needed

REQUIREMENTS:

  • Bilingual (English/French); Fluency in a third language such as Spanish and/or Mandarin would be an asset
  • Excellent English written and verbal communication skills
  • Ability to prioritize and handle multiple tasks
  • Creative problem solving, anticipating the unexpected and having solutions readily available
  • Ability to accomplish goals and objectives on time with a focus on quality
  • College Degree in a related discipline (ex; Finance, Accounting, Economics, Business)
  • Fully proficient with MS Office, Outlook and Excel
  • 3 years of experience as a Customer Service Representative
  • Committed to increasing customer satisfaction and building lasting relationships
  • Sales
- and service-oriented with a demonstrated ability to listen actively, identify sales opportunities, first-call resolution and problem solving.

  • Strong time management, communication, and negotiation skills
  • Attention to detail in a fastpaced environment
  • Demonstrated flexibility to adapt to a constantly changing environment
  • Team player with strong interpersonal skills
  • Positive and energetic attitude
  • Passionate about learning

Experience
Required

  • 2 year(s): Inbound call center experience

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