Bilingual Customer Service/ Représentant Du

3 weeks ago

Port Coquitlam, Canada Sunrider Canada Full time

**Specific Accountabilities/Essential Functions of Position**
- Thoroughly and efficiently gather customer information and access and fulfill customer needs, educate the customer where applicable to help prevent the need for multiple contracts and document interactions though contract tracking.
- Process orders at “will call” location when needed.
- Maintain PCO compliance standards when handling customer credit card information.
- Maintain a balance between company policy and customer benefit in decision making.
- Handle issues in the best interest of both customer and company.
- Research and respond to questions received from IBO concerning shipments, returns, exchanges, and backorders.
- Provide information about company products, specials, marketing programs, and business practices.
- Communicate with management when inquiries require escalation due to authorization limits or are problematic.
- Recommend process improvements to increase quality and customer satisfaction.
- Helping with small translation projects.

**Qualifications**
- 2+ years of customer service experience in an office environment is preferred.
- Knowledge of Microsoft Office (mainly in Word and Excel) is required.
- Strong familiarity with Microsoft 365.
- Ability to read and write French.
- Must have an eagerness to learn new computer skills and systems.

**Applicable Core Competencies**
- Integrity - Be honest, dependable, maintain a strong work ethic; work diligently, follow company policies, respect co-workers, build trust and exhibit professional and responsible behavior.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.
- Problem Solving - Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Works well in group problem solving situations; Uses reason.
- Oral Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary.
- Written Communication - Writes clearly and concisely; Edits work; Varies writing style to meet specific needs; Presents data effectively; Able to read and interpret written information.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Able to handle frequent change, delays, or unexpected events.
- Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time._ _Only those selected for an interview will be contacted._
----------------------------------------------------------------------------------------------------------------------
- **Description complète du poste**

**Responsabilités spécifiques/fonctions essentielles du poste**
- Traiter les demandes des clients par téléphone, par courriel ou en personne de manière professionnelle et s'assurer que les problèmes sont résolus rapidement et en profondeur.
- Recueillir de manière approfondie et efficace les informations sur le client, accéder à ses besoins et les satisfaire, éduquer le client, le cas échéant, pour éviter qu'il ait besoin de plusieurs contrats et documenter les interactions par le biais du suivi des contrats.
- Fournir un service et un soutien de qualité dans une variété de domaines, y compris, mais sans s'y limiter : répondre aux demandes de renseignements par courriel, facturer, passer des commandes et dépanner le système.
- Traiter les demandes de nouvelles inscriptions par le biais de plusieurs canaux entrants.
- Traiter les commandes sur place, si nécessaire.
- Respecter les normes de conformité du BCP lors du traitement des informations relatives aux cartes de crédit des clients.
- Maintenir un équilibre entre la politique de l'entreprise et l'intérêt du client dans la prise de décision.
- Traiter les problèmes dans le meilleur intérêt du client et de l'entreprise.
- Rechercher et répondre aux questions reçues des PCI concernant les expéditions, les retours, les échanges et les commandes en attente.
- Fournir des informations sur les produits, les offres spéciales, les programmes de marketing et les pratiques commerciales de l'entreprise.
- Communiquer avec la direction lorsque les demandes nécessitent une escalade en raison des limites d'autorisation ou sont problématiques.
- Recommander des améliorations de processus pour augmenter la qualité et la satisfaction des clients.
- Aider à la réalisation de petits projets de traduction.

**Qualifications**
- 2+ ans d'expérience en service à la clientèle dans un environnement de bureau est préférable.
- Une connaissance de Microsoft Office (principalement de Word et Excel) est requise.
- Bonne connaissance de Microsoft 365.
- Capacité à lire et à écrire le français.
- Doi

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