Bilingual Customer Service Representative

7 months ago

Moncton, Canada Canon Canada Full time

**Bilingual Customer Service Representative**

Monday to Friday 8:30 am to 4:30 pm (Eastern Time)
- Do you have experience working in a customer service role?
- Are you comfortable spending the majority of your day on the phone?
- Do you have basic computer skills?

As a Bilingual Customer Service Representative, you will be responding to calls from our customers in a professional, courteous and timely manner; updating their information in our systems and ensuring that the dispatch team and our Field Service Technicians have all of the required details to provide top notch service to our customers.

**Key Responsibilities**:

- Ensure issues are thoroughly investigated and determine appropriate action for resolution
- Maintain accurate records and documentation of changes to account information through the CCTS database
- Maintain knowledge and awareness of all company policies and procedures
- Follow all current departmental procedures, processes and methodologies
- Escalate any unresolved customer concerns to the Manager
- Assist on special projects as assigned by the Manager; Other duties as required
- ** To Succeed, you will need**:

- Customer service / call center experience
- Bilingual (French & English)
- Exceptional customer service skills with a strong "customer first" attitude
- Good organizational skills and strong time-management techniques
- Works well under pressure and in a fast-paced environment
- Display high ethics, character and commitment to business policies and decisions
- Display initiative in handling problems, be a team player and support changes

**Why Join?**

**HYBRID WORK**:
**BENEFITS**:

- Comprehensive health coverage plan that includes medical, dental, and vision
- Life insurance, disability, and wellness programs
- Vacation, Paid Personal Time, and Sick days
- Matching RRSP contribution & Profit Sharing Program
- Tuition Assistance Program for professional continuing education
- Discounts on Canon products, retailers, memberships, and more

**EMPLOYEE PERKS**:

- Free Coffee and snacks
- Employee referral program
- Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products
- Community involvement
- Employee Appreciation Events
- ** Language requirement**:

- In this job, you will be required to provide support nationally. As customers and work colleagues are spread out across Canada, both English and French (written and spoken) is needed for day-to-day responsibilities such as: respond to customer (internal and external) calls from other provinces, review documents generated in other provinces, etc... Therefore, you must be able to communicate verbally and in writing in both official languages

**Représentant(e) bilingue du service à la clientèle**
- Avez-vous de l'expérience dans un rôle de service à la clientèle?
- Êtes-vous à l'aise de passer la majorité de votre journée au téléphone ?
- Avez-vous des connaissances de base en informatique?
- En tant que représentant(e) bilingue du service à la clientèle, vous répondrez aux appels de nos clients de manière professionnelle, courtoise et rapide ; mettrez à jour leurs informations dans nos systèmes et vous vous assurerez que l'équipe de répartition et nos techniciens de service sur le terrain, disposent de tous les détails nécessaires pour fournir un service de qualité à nos clients.

**Responsabilités clés**
- Répondre aux appels entrants et aux courriels se rapportant aux demandes, aux problèmes ou aux préoccupations des clients de manière courtoise et en temps opportun en misant sur la satisfaction des clients
- S’assurer que les problèmes sont examinés en profondeur et déterminer la meilleure façon de les résoudre
- Maintenir les dossiers à jour ainsi que la documentation des changements apportés aux renseignements sur les comptes par la base de données CCTS
- Se tenir au courant et connaître toutes les politiques et les procédures de l’entreprise
- Suivre toutes les procédures courantes des divisions ainsi que leur processus et leurs méthodologies
- Transmettre au gestionnaire toute préoccupation non résolue du client
- Assister aux projets spéciaux assignés par le gestionnaire et exécuter d’autres tâches selon les besoins

**Pour réussir vous devez posséder**
- Expérience au service à la clientèle / centre d’appels
- Bilingue (Français et Anglais)
- Aptitudes exceptionnelle pour le service à la clientèle avec une excellente approche axée sur « le client d’abord »
- Excellentes aptitudes d’organisation et de gestion du temps
- Bonne capacité à travailler sous pression dans un milieu où le rythme des activités est soutenu
- Capacité à faire preuve d’un grand souci d’éthique, de caractère et d’un engagement en matière de politique et de décisions d’entreprise
- Aptitudes prendre des initiatives pour résoudre des problèmes, capacité à être un membre actif dans une équipe et à soutenir les

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