Bilingual Customer Care Expert

2 weeks ago

Niagara, Canada Hallmark Full time

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Bilingual Customer Care Expert - Remote (All of Canada)

**Bilingual Customer Care Expert - Remote (All of Canada)**

**Key Responsibilities & Duties**:

- As a Customer Care Expert, you will:

- Provide information on Hallmark products, programs and systems and assist with process as required.
- Research issues to identify underlying causes, consult with internal teams and CSS management to attain resolution and provide a prompt response.
- Reconcile claims for specific channels of distribution.
- Upsell or redirect to a sales Representative where appropriate.
- Handle all calls related to order tracking and delivery.
- Handle the processing of credit documentation (including but not limited to SCCP, Obsolescence, Unsaleables, and other forms of returns).
- Work in partnership with all levels of field sales and service personnel on a variety of topics related to the servicing of Hallmark accounts, and the management of consumer calls.

**Required Competencies**:

- Bilingual in English and French - Verbal and written (required)
- SAP order entry and credit submissions.
- Previous Customer Service experience.
- Ability to work with Microsoft package - Excel/Word/Teams
- Team Player - Collaborative and flexible.
- Ability to handle difficult conversations with retailers/consumers.
- Strong communication skills - Verbal and written
- Ability to multitask.
- Superior time management skills.
- Ability to remain calm and able to think on your feet.
- Adaptable to change (i.e., systems or processes).
- Must be available to work any shift between 8 a.m. - 5 p.m.
- Should you require accommodation during the hiring process, please let us know and we will arrange the necessary accommodations.
- #LI-CR1

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