Bilingual Customer Experience Representative

3 weeks ago

Toronto, Canada French Talent Resources Full time

The *Bilingual Customer Support Representative* will be an English and French or Spanish speaking representative. This position is responsible for handling a high volume of incoming calls from Canadian and U.S. Accounts and Consumers. Incumbent is responsible for responding to product related question and setting up return authorizations for warranty and non-warranty issues. Responsible for building and fostering relationships with accounts and consumers by exceeding customer expectations on every call. Professional Working Proficiency in French required for this position. *ROLES AND RESPONSIBILITIES*
- Handle incoming account/consumer calls per day exceeding customer’s expectations on each interaction.
- Responsible for explaining the features and benefits of past and current product lines.
- Make decisions regarding warranty and non-warranty issues and process return authorizations in SAP.
- Responsible for processing return authorizations for credit, evaluating and requesting pricing adjustments for accounts as necessary.
- Process SAP transactions including sales orders
- Respond to inquiries from Accounts and consumers regarding the status of Sales and Customer Service orders.
- Service overflow new sales order requests from accounts, using Sales skills to cross-sell/up-sell.
- Trouble shoot account and consumer problems as well as UPS tracing/follow up as necessary.
- Demonstrate use of good customer service skills to provide excellent customer service on every interaction.
- Utilize efficiencies in multi-tasking to operate simultaneously in SAP, Outlook and Intranet based tools and minimize AUX time. *TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)*
- *Bilingual French or Spanish is required*
- Professional Working Proficiency in French required for this position.
- Basic knowledgeable in SAP-Sales Inquiry, order entry, and processing return authorizations.
- Strong Customer Service and relationship building skills.
- Problem Solving and ability to handle difficult Customers.
- Analytical, Detail-oriented, Flexible and Decisive.
- Demonstrated ability to work in an organized and efficient manner while multi-tasking.

**Benefits**:

- Dental care
- Life insurance
- Vision care
- Work from home

Schedule:

- 8 hour shift

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