Bilingual Customer Service Agent
1 month ago
**SUMMARY**
Respond promptly and courteously to customer requests, assess needs and resolve problematic situations as per the Company’s procedures and high quality standards.
**RESPONSIBILITIES**
- Respond quickly and politely to incoming calls
- Provide customers with the necessary information regarding the warranties, product installation, list of retailers, etc.
- Manage complaints as per company procedures
- Make the appropriate arrangements for refunds, exchange, shipping missing parts, etc.
- Documenting calls (date and reason for the call, customer name, product concerned, action taken, etc.)
- Collect and prepare the necessary correspondence (forms, packing slips, etc.)
- Coordinate shipments of parts with the shipping department and the client
**EDUCATION, EXPERIENCE, QUALIFICATIONS**
- Bilingual
- Training in a specialized profession (electricity, plumbing, construction, etc.)
- Customer service experience
- Experience in sales or as a sales consultant for electrical or plumbing equipment
- Basic knowledge of electricity an asset
- MS Office Word, Excel
- Patient and polite personality
- Strong communication skills.
**MEASURABLES STANDARDS**
- High quality customer service
- Quick call back
- Courtesy and professionalism
- Number of tickets closed per day
**WORK CONDITIONS**
Open concept environment.
**RESUME**
Répondre rapidement et avec courtoisie aux demandes des clients, évaluer les besoins et résoudre les situations problématiques selon les standards de qualité et les procédures de l’organisation.
**RESPONSABILITÉS**
- Répondre rapidement et avec courtoisie aux appels
- Offrir aux clients les renseignements nécessaires concernant les garanties, l'installation des produits, la liste des détaillants, etc.
- Gérer les plaintes en respectant les procédures de l'entreprise
- Prendre les dispositions nécessaires en vue d’un remboursement, échange, envoi de pièces, etc.
- Documenter les appels (date et raison de l’appel, nom du client, produit concerné, action entreprise, etc.)
- Recueillir et préparer la correspondance nécessaire (formulaires, bordereaux d’envoi, etc.)
- Coordonner les envois de pièces avec le service de l’expédition et le client
**EDUCATION, EXPERIENCE, COMPETENCES**
- Bilingue
- Formation dans un métier spécialisée (électricité, plomberie, construction, etc.)
- Expérience au service à la clientèle
- Expérience avec la vente ou comme conseiller de vente pour des produits électriques ou de plomberie
- Notions de base en électricité est un atout
- MS Office Word, Excel
- Personne calme et courtoise;
- Force démontrée en communication
**STANDARDS MESURABLES**
Qualité du service offert aux clients - Rapidité des retours d’appels - Courtoisie et professionnalisme
**CONDITIONS DE TRAVAIL**
Bureau à aire ouverte
**Job Types**: Full-time, Part-time
**Benefits**:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- RRSP match
- Vision care
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Supplemental pay types:
- Bonus pay
**Experience**:
- Customer service: 2 years (required)
**Language**:
- English & French (required)
Work Location: One location
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