Bilingual Customer Service Representative

3 weeks ago

Burlington, Canada Ottobock Full time

**Otto Bock Health Care** is a leading global supplier of Orthotic and Prosthetic products for people with disabilities. Our vision is to help people maintain or regain their freedom of movement. We work towards this aim by providing outstanding innovation and technology leadership, a large range of services and the global presence of our sales and service network.

**We are currently looking for a Bilingual Customer Service Representative to join our Canadian Customer Service team. Our Canadian office is located in Burlington, Ontario. This is a contract position with the opportunity to extend to a full time permanent position.**

**SUMMARY**

This position is responsible for creating a high level of satisfaction for customers who contact Ottobock The Customer Service Reps are expected to anticipate customer needs (process an order, complaint, inquiry, returns, back orders, shipping, etc.) and to provide "best in class" customer service to build customer loyalty. They should be self-empowered, resourceful, and have the ability to use company procedures and systems to make constructive decisions based on the needs of the customer, providing a first call resolution. It is the responsibility of the Customer Service Rep to identify and research any and all complaints made by the customer in compliance with government agencies and provide resolution promptly. This role is an advocate for the customer and should be willing to go above and beyond to provide a world class experience.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Assist customers courteously through inbound telephone calls for the purpose of processing customer orders or providing information for two business units - Prosthetics and Orthotics, regardless of the callers demeanor.
- Support ecommerce by providing site tours to customers and signing the up for individual accounts.
- Department metrics - same day turnaround response time to customers
- Department metrics - all telephone messages must be cleared at the end of every business day.
- Department metrics
- Maintain average call wait time for the customer of 15 seconds or less
- Department metrics
- Maintain or increase Net Promoter Score measured by customer call survey
- Accurately inputs customer orders into SAP database system which confirms pricing, stock availability as well as preparing change of address records, and the issuance of discontinuance orders.
- Responsible for handling customer complaints using listening and probing skills to determine needed resolution and complete forms in compliance with Health Canada. Research and resolve customer issues acting as the liaison between appropriate departments when necessary. Handles customer inquiries re: shipping or product difficulties.
- Must be able to take ownership for calls/problems, regarding invoicing, back orders, credits, purchase orders or service rendered; referring complaints of service failures to designated departments for investigation.
- Informs customers of product pricing.
- Issues a Return Authorization Number for returned products along with any necessary follow-ups within the guidelines of the company.
- Responds to questions and/or inquiries regarding products or technical information and refers customer to other departments for additional information, if necessary.
- Cross-sells products to meet customer needs by having complete product knowledge and training on all Company's product lines.
- Works in team-based environment in delivering signature customer service to Ottobock customers.
- Files documents and other related paperwork as per department procedures.

**Qualifications**
- College Business Diploma
- **Proven French and English language skills - written and verbal.**:

- Minimum of 3 years customer service experience in a call center/team environment
- Customer First mindset
- Excellent conflict resolution, negotiation and objection handling skills
- Able to multi-task - work on several orders simultaneously
- Able to deal with people in a sensitive, tactful and diplomatic manner while being professional at all times.
- Self-motivated and can independently complete tasks
- Have a remote office set up where work can be performed free of any outside distractions.
- PC Skills - MSOffice, Supply Chain Management System (SAP)
- Keyboard and data entry skills
- Able to maintain flexible hours.
- Ottobock Health Care is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, or any other legally protected factors. To that end, upon request, Ottobock Hea

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