Bilingual Customer Care Representative

1 month ago

Montroyal, Canada Sigvaris Group Full time

**SIGVARIS Corp.**

**Job Description Form**

**Job Title**:
Customer Care Representative

**Work Location/Territory No.**:
Remote/In-Person

**Department**:
Customer Care

**Reports To (Title of Manager)**:
Customer Care Manager

**☒Full-time ☐Part-time**

**☒Hourly ☐Salary**

**Hours per week**

40

**GENERAL DESCRIPTION**

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

**Customer Engagement & Relationship Building**:

- Use a customer-centric approach to engage with customers, asking relevant questions to understand their current needs and preferences.
- For inquiries related to products, orders, or issues.
- Provide clear, accurate, and timely information to help customers make informed decisions.
- Address any objections or concerns by offering solutions
- Assist customers with troubleshooting or clarifying any information
- Manage customer complaints with empathy, seeking to resolve conflicts and ensure positive customer experiences.
- Demonstrates excellent communication skills in both internal and external interactions, ensuring clear, concise, and professional exchange of information.
- In this role you will work closely with internal teams (such as sales, finance and warehouse) to provide an exceptional customer experience.
- Maintain an in-depth knowledge of the company’s products and services to effectively communicate features and benefits to customers.
- Identify opportunities for upselling or cross-selling products based on customer needs and interests.
- Maintain a positive, friendly, and professional tone to strengthen the customer relationship.
- Initiate outbound calls to potential and existing customers
- Engage with prospects to understand their needs and recommend appropriate solutions.
- Reach out to existing customers to inform them about new product launches, special promotions, or exclusive offers.
- Qualify leads, address customer objections, and ensure a positive customer experience throughout the sales process.

*

**Compliance, Accuracy and Follow-up**:

- Ensure accurate order processing and follow-up.
- Document and track customer interactions, leads, and outcomes in the CRM system (Veeva)
- Contribute to successful achievement of performance metrics such as lost call rate, handle time, and insight gathering.
- Report on call results and share customer feedback or insights with the marketing or product teams.
- Demonstrates attention to detail and precision in entering customer orders, returns, account information and interaction intel into Call Management Software (Genesys) and the CRM (Veeva).
- Manages timely follow-up with customers through professional written correspondence and phone calls, ensuring that all inquiries are addressed and resolved within established service levels.

**Team Collaboration**:

- Collaborate with colleagues to share insights, improve customer care processes, and achieve team performance goals.
- Participate in training and development sessions to stay informed about new products, services, and customer care best practices.

**Work Hours and Availability**

This is a full-time position requiring a 40-hour workweek (lunch break not included).
Shifts are assigned on a monthly basis and may vary in timing within regular business hours (8:00 AM - 6:00 PM EST, Monday through Friday). Flexibility may be required depending on operational needs.

**EDUCATION AND/OR WORK EXPERIENCE REQUIREMENTS**
- **Experience**: Proven experience in a customer-facing role, such as hospitality, retail, or customer service, with a focus on delivering excellent service.
- **Education**: A college degree in a business-related field, or equivalent professional experience.
- **Technical Skills**: Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.) and the ability to quickly learn new software tools.

**PHYSICAL REQUIREMENTS**

Sitting, wearing a headset for 8 hours a day to speak on the telephone

**Competencies and Skills**:

- Bilingual Proficiency: Fluent in both English and French (oral and written communication).
- Customer-Centric Attitude: Strong commitment to delivering an exceptional customer experience with a focus on empathy, professionalism, and efficiency.
- Communication Skills: Excellent verbal and written communication, with a keen ability to listen actively and address customer needs.
- Organizational Skills: Strong time management and organizational abilities, with a proven track record of working effectively under pressure and meeting deadlines.
- Attention to Detail: High degree of accuracy in data entry and order processing, with the ability to spot discrepancies and resolve them.
- Team Collaboration: Able to collaborate effectively across multiple departments (Sales, Warehouse, Accounting) to support customer needs and business goals.
- Tech-Savvy: Comfortable working with various tools and software platforms, including Genesys Cloud, Veeva, and SYSPRO.
- Results-Oriented: Demonstrated ability to stay focused on outcomes and deliv

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