Bilingual Customer Service Representative

4 months ago

Cambridge, Canada Glen Dimplex Americas Full time

About Us
Focused on leading the transition to a sustainable future, Glen Dimplex Americas is enhancing the moments that matter in life with a commitment to delivering the best design and efficiency in the areas of temperature control and comfort creation. With operation throughout North America the success of the Glen Dimplex Americas organization is a testament to the strength of our people and investment in innovation and technology.
Our portfolio of industry recognized brands includes Dimplex, Cadet and Faber. Together these brands provide complete product offerings in the residential and commercial comfort categories, ranging from electric heaters, to fireplaces and controls.
Glen Dimplex Americas is a division of the Glen Dimplex Group - the world's largest manufacturer of electrical heating, which holds significant global market positions in domestic appliances, heating, cooling, ventilation, and renewable energy solutions. Headquartered in Dublin, Ireland the Glen Dimplex Group privately owns over 40 brands with operations in 80 countries.
The Opportunity
This role is set in a fast-paced environment that requires excellent time management and account management skills, a technical aptitude, empathy, pro-active /creative thinking, team player attitude, willingness to be flexible, patience, excellent at multi-tasking as well as very strong verbal and written French and English communication skills. This role is a key contributor to the overall success and reputation of the customer service team, as well as Glen Dimplex Americas being the voice of the company on many occasions.
**In this role you will**:

- Respond to customer inquiries in a professional, accurate and timely fashion
- Troubleshoot with the client to accurately determine the failure of their product and take the appropriate action required
- Be a self starter and able to determine which resources to access depending on the needs/issues communicated by the customer (e.g. product dimensions - go to the website, troubleshooting - use the troubleshooting guide, parts list - go to service manual
- Organizing the RMA when a client needs to return their purchase
- Attend product training sessions provided to learn about the products and accurately troubleshoot
- Prioritize work and work accurately under pressure of deadlines with frequent interruptions
- Work collaboratively and effectively with all members of the customer service team and many inter-departmental staff
- Provide regular status updates to internal stakeholders
- Provide backup to other customer service team members as required
- Ensure the Consumer service telephone queue is always covered during business hours
- Listen and respond effectively to all internal and external customer inquiries
- Follow up to evaluate customer satisfaction
- Commit to exceeding customer expectations
- Complete all tickets/entering all pertinent and required information to manage each case effectively with precise details to manage the customer in a timely and professional manner while giving all details needed for reporting purposes.
- Manage orders including processing, tracking reporting updating customers
- Work closely with Service team to ensure customers service requests are processed and completed efficiently
- Clearly communicate technical instructions
- Other duties as assigned

What You Need
- French bilingual (fluent verbal and written)
- A technical aptitude is required
- Ability to troubleshoot product issues and lead the consumer through the logical steps to get to the bottom of the issue
- Strong communication and interpersonal skills
- Experience working in a fast-paced environment
- Ability to follow instructions commonly found in owner’s manuals and service manuals and relay this information to the customer in easy-to-follow steps
- Be regularly present and punctual
- Call center experience and experience working in a queue is an asset

What We Offer
Core Total Rewards
- Fully funded Group Benefits (medical, dental, vision, life insurance, dependent life, AD&D, short term disability, & long term disability)
- Group RRSP with 100% Employer Match up to 4%
- Freedom to Choose, Consult +, and Telus Pharmacy Group
- 3 Weeks Vacation Immediately
- Employee Assistance Program
- Workplace Wellness Program
- Support of professional memberships/certifications

Additional Rewards
- Educational Reimbursement Program
- Smart casual dress atmosphere
- Summer Fridays
- Employee Service & Recognition Awards
- Referral Bonus Program
- A unique opportunity to be a key player in a growing global organization
- An innovative fast-paced culture focused on people

Our Values
We Think Customer - we aim to put our customers at the center of everything we do, taking time to understand their needs; creating solutions that meet and exceed their expectations, enhancing everyday moments
We Care About People - we recognize the power of a community with a common purpose; empathizing with others’ point of vie

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