Bilingual Customer Service Agent

2 weeks ago

SaintLaurent, Canada Conglom Full time

**SUMMARY**

Respond promptly and courteously to customer requests, assess needs and resolve problematic situations as per the Company’s procedures and high quality standards.

**RESPONSIBILITIES**
- Respond quickly and politely to incoming calls
- Provide customers with the necessary information regarding the warranties, product installation, list of retailers, etc.
- Manage complaints as per company procedures
- Make the appropriate arrangements for refunds, exchange, shipping missing parts, etc.
- Documenting calls (date and reason for the call, customer name, product concerned, action taken, etc.)
- Collect and prepare the necessary correspondence (forms, packing slips, etc.)
- Coordinate shipments of parts with the shipping department and the client

**EDUCATION, EXPERIENCE, QUALIFICATIONS**
- Bilingual
- Training in a specialized profession (electricity, plumbing, construction, etc.)
- Customer service experience
- Experience in sales or as a sales consultant for electrical or plumbing equipment
- Basic knowledge of electricity an asset
- MS Office Word, Excel
- Patient and polite personality
- Strong communication skills.

**MEASURABLES STANDARDS**
- High quality customer service
- Quick call back
- Courtesy and professionalism
- Number of tickets closed per day

**WORK CONDITIONS**

Open concept environment.

**RESUME**

Répondre rapidement et avec courtoisie aux demandes des clients, évaluer les besoins et résoudre les situations problématiques selon les standards de qualité et les procédures de l’organisation.

**RESPONSABILITÉS**
- Répondre rapidement et avec courtoisie aux appels
- Offrir aux clients les renseignements nécessaires concernant les garanties, l'installation des produits, la liste des détaillants, etc.
- Gérer les plaintes en respectant les procédures de l'entreprise
- Prendre les dispositions nécessaires en vue d’un remboursement, échange, envoi de pièces, etc.
- Documenter les appels (date et raison de l’appel, nom du client, produit concerné, action entreprise, etc.)
- Recueillir et préparer la correspondance nécessaire (formulaires, bordereaux d’envoi, etc.)
- Coordonner les envois de pièces avec le service de l’expédition et le client

**EDUCATION, EXPERIENCE, COMPETENCES**
- Bilingue
- Formation dans un métier spécialisée (électricité, plomberie, construction, etc.)
- Expérience au service à la clientèle
- Expérience avec la vente ou comme conseiller de vente pour des produits électriques ou de plomberie
- Notions de base en électricité est un atout
- MS Office Word, Excel
- Personne calme et courtoise;
- Force démontrée en communication

**STANDARDS MESURABLES**

Qualité du service offert aux clients - Rapidité des retours d’appels - Courtoisie et professionnalisme

**CONDITIONS DE TRAVAIL**

Bureau à aire ouverte

**Job Types**: Full-time, Part-time

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- Day shift

Supplemental pay types:

- Bonus pay

**Experience**:

- Customer service: 2 years (required)

**Language**:

- English & French (required)

Work Location: One location

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