Consumer Services Representative

1 week ago

Quebec City, Canada VF Corporation Full time

**Consumer Services Representative**: Become the Newest Member of the VF Family
**How You Will Make a Difference**:
Greet customers with a professional and positive tone, while building rapport.
Establish customer needs by asking open ended questions, active listening and conveying empathy.
Link product benefits to customer’s needs by researching, providing product information, and recommending a solution.
Process product orders and provide prompt and efficient response and resolution to all customers’ requests.
Analyze, review and process customers’ requests for return authorization and credits.
Maintain effective communication with customers to provide on-going information flow as it relates to sales, promotions, and problems to ensure accurate billings and shipments.
Process product orders and provide prompt and efficient response and resolution to all customers’ requests.
Assist customers with inquiries or issues concerning order
Assist management in training related to order management and product knowledge.
Provide support to multiple departments as needed during peak seasons
Assist operations department with fraud review, claims and warranty processing as needed
Handle escalated issues from internal and external customers
Open IT tickets and necessary to ensure full functionality of the department
**Skills for Success**:
**Years of Related Professional Experience**: Minimum of one year of related experience preferred.
**Educational/ Position Requirements**:
High School diploma or its equivalent is required.
Bilingual (French/English) required
Though this role is fully remote, it must be located in the province of Quebec
Proficient computer skills with the ability to learn new software.
Ability to work quickly and accurately under pressure and time constraints
Excellent verbal and written communication skills
Customer Service Oriented
Strong Attention to Detail
Ability to learn
**Special Physical and/or Mental Requirements**:
May require extensive sitting and use of keyboard/computer with a use of a phone headset.
May require overtime as needed to meet demand/schedule.
Flexible work schedule may be required to accommodate demand associated with peak season, extended hour, weekends and some holidays.
**Représentant des services à la clientèle**: devenez le nouveau membre de la famille VF
En tant que membre de l’équipe du service à la clientèle de VF, le Representant du service à la clientèle donne la possibilité à nos clients de mener une vie active en communiquant sa connaissance des produits, en offrant une aide au client de niveau supérieur et en traitant les commandes client. Ce poste travaille sur plusieurs voies, notamment les appels entrants, le clavardage en direct, les textos et la correspondance par courriel. Ce poste recevra une formation croisée à plusieurs marques de VF
**Comment vous allez changer la donne**:
Soutenir les clients par divers moyens, notamment des appels téléphoniques, des courriels, du clavardage en direct, des textos, sur les réseaux sociaux et en répondant aux questions sur la garantie le cas échéant.
Accueillir les clients sur un ton professionnel et positif, en établissant un lien.
Déterminer les besoins des clients par des questions ouvertes, une écoute attentive et l'expression d'empathie.
Associer les avantages du produit aux besoins du client par des recherches, en procurant des informstions sur le produit et en recommandant une solution.
Traiter les commandes de produit et assurer une réponse et une solution rapide et efficace à toutes les demandes des clients.
Analyser, examiner et traiter les demandes des clients en matière d’autorisation de retours et de crédit.
Entretenir avec les clients une communication efficace pour leur fournir un flux constant d'informations concernant les soldes, les promotions et les problèmes pour veiller à l'exactitude des factures et des expéditions.
Traiter les commandes de produit et assurer une réponse et une solution rapide et efficace à toutes les demandes des clients.
Prêter assistance aux clients avec leurs requêtes ou tout problème concernant leur commande.
Prêter assistance à la direction en matière de formation à la gestion des commandes et de connaissance des produits.
Prêter renfort à tous les services selon nécessité lors des saisons de pointe.
Prêter assistance au service des opérations en matière d’examen des fraudes, de réclamations et de traitement de la garantie selon nécessité.
Gérer les problèmes remontant des clients internes et externes.
Créer des tickets informatique et ce qu’il faut pour assurer le bon fonctionnement du service.
**Compétences pour réussir**:
**Années d'expérience professionnelle en rapport**: un minimum d'une année d’expérience professionnelle en rapport
**Exigences en matière d’études/du poste**:
Un diplôme d’études secondaires ou équivalent est requis.
Bilinguisme (français/anglais) exigé
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