Representant Experience Client Customer Experience

7 days ago

Montréal QC, Canada Keurig Dr Pepper Full time

**Horraire Lundi au vendredi entre 10h00- 18h00**

Nous recherchons un **Représentant de l'Expérience client** pour un poste permanent à temps plein.

Notre culture d'entreprise pour vous si:

- Vous êtes passionné du service à la clientèle qui adhère à la culture du Client d’Abord.
- Vous voyez les zones grises, les lignes floues et le changement comme une opportunité d'amélioration.
- Vous cherchez des solutions aux obstacles et vous n’avez pas peur des défis
- Vous prônez le travail d'équipe, la coopération et valorisez les partenariats.

**Vous aiderez à**:

- Répondre aux demandes des consommateurs affaires de manière efficace et efficiente tout en respectant les normes d'excellence en service de Van Houtte. Cela comprend le traitement des commandes, l'éducation des consommateurs sur nos divers produits ou services et le dépannage de nos produits, services ou site Web, le tout au sein de notre centre d'appels centralisé.
- Enquêtez et résoudre les problèmes des consommateurs. Offrir des solutions alternatives, avec comme objectif de résoudre la situation du client tout en conservant un bas taux de fermeture de compte et en conservant un haut taux de satisfaction à la clientèle
- Faire un suivi auprès des clients pour s'assurer que le problème a été résolu à la satisfaction du consommateur.
- Utiliser une multitude de systèmes pour collecter, traiter, consigner, récupérer et communiquer des informations afin d'effectuer ou de terminer la requête du client.
- Travailler en collaboration avec des pairs et d'autres départements, tenir les personnes appropriées informées pour assurer le maintien de relations positives avec les clients.
- Dépasser les objectifs du département liés aux mesures de niveau de service, à la qualité du service et aux autres mesures du département, aux KPI et aux attentes.

**Ce que vous apportez à l'équipe**:

- Expérience pertinente en service à la clientèle
- Solides compétences en résolution de problèmes
- Compétences interpersonnelles et persuasives bien développées
- Bilinguisme, français et anglais (écrit et parlé)

**Et après?**
- Envoyez votre curriculum vitae et nos conseillers en acquisition de talents communiqueront avec vous pour une conversation rapide si vous répondez à ces exigences.

Keurig Dr Pepper Canada est une importante société multinationale de boissons, avec des bureaux partout dans le monde et au Canada. D'un océan à l'autre, Keurig Dr Pepper Canada offre une boisson pour chacun et pour chaque occasion, et ce, pour tous les Canadiens. En raison de la portée mondiale et nationale du rôle pour lequel nous recrutons ci-dessus, ainsi que des besoins interfonctionnels requis pour ce rôle, nous avons déterminé que le français et l'anglais (écrit et parlé) sont requis. De plus, nous avons évalué que la connaissance de l'anglais déjà exigée des autres employés est insuffisante pour l'exécution des tâches nécessitant la connaissance de l'anglais et que le nombre de postes pour lesquels nous exigeons cette connaissance est le plus restreint possible pour assurer la réalisation efficace de notre mission.

**Total Rewards **Requirements**
**Schedule Monday to Friday between 10:00 am to 6:00 pm

We are looking for a **Customer Experience Representative** for a permanent full-time position.

**Our company culture is for you if**:

- You are a customer first, roll up my sleeves and get it done enthusiast.
- You see grey zones, blurry lines and change as an opportunity to improve.
- You chase down solutions to obstacles and revel when faced with challenges.
- You preach teamwork, cooperation and value partnerships.

**You will help to**:

- Respond to our business consumer inquiries effectively and efficiently while upholding Van Houtte's Excellence in Service standards. This includes processing orders, educating consumers on our various products or services, and troubleshooting our products, services, or website all within our centralized call center.
- Investigate and resolve consumer issues. Offer alternative solutions where appropriate to resolve issue with the main objective of retaining customer's business and doing so with one call resolution.
- Follow-up with consumers to ensure the issue has been resolved to the consumer's satisfaction.
- Utilize a multitude of systems to gather, process, log, retrieve, and communicate information to perform or complete customer activity.
- Work cooperatively with peers and other departments, keeping appropriate individuals informed to assure positive customer relations are maintained.
- Exceed department goals related to service level metrics, quality of service and other department measures, KPI's and expectations.

**What you bring** to the team**:

- Relevant experience in customer service
- Strong problem-solving skills
- Well-developed interpersonal and persuasive skills
- Bilingualism, French and English (written and spoken)

**What's*

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