Bilingual Customer Service Representative

3 weeks ago

Cambridge, Ontario, Canada Superior Propane Full time
Customer Experience Representative - Bilingual

At Superior Propane, we're committed to delivering exceptional customer experiences. As a Bilingual Customer Experience Representative, you'll play a key role in building strong relationships with our customers, providing timely and accurate solutions to their inquiries, and ensuring their needs are met with professionalism and care.

Key Responsibilities:
  • Build and maintain positive relationships with customers through effective communication and issue resolution.
  • Utilize developed procedures and processes to answer customer inquiries, resolve issues, and manage customer expectations.
  • Ensure timely resolution of customer questions, concerns, or issues.
  • Provide accurate and reliable delivery information to customers.
  • Review customer account information during each call to ensure accuracy and update system information as required.
  • Validate customer account information to ensure corporate compliance with Privacy Information guidelines.
  • Escalate customer questions, concerns, or issues as needed and facilitate the customer's transition to a new internal contact to ensure resolution and customer service standards are achieved.
  • Dispatch delivery calls after hours.
  • Ensure emergency or escalation situations are resolved and delegated properly, and the appropriate emergency protocol is followed.
  • Document all customer phone calls to ensure quality customer service is being provided.
  • Escalate situations outside standard guidelines to the Customer Experience Manager, Delivery Manager, or Service Manager.
Requirements:
  • Bilingual fluency in French and English, both written and verbal.
  • Post-secondary degree or diploma or equivalent experience.
  • One year of previous customer service experience, preferably in a telephone contact environment.
  • Ability to work collaboratively as a positive contributing team member, as well as independently.
  • Exceptional customer service skills with strong organizational skills.
  • Excellent communication skills, both oral and written.
  • Attention to detail required ensuring accurate capture of customer data, as well as comprehension of complicated and varying customer needs.
  • Ability to multi-task, using several computer systems at once.
  • Computer literacy, specifically Microsoft Office Outlook and Excel is required.
  • Previous experience with ADDS or similar billing/ticketing system would be an asset.
  • Flexible shift availability (available to work any shift between 8:00 a.m. and 11:00 p.m. EST) and weekends.

Superior Propane is a leading and reliable propane provider, committed to delivering exceptional customer experiences. We're an equal opportunity employer, dedicated to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us to let us know how we can enhance your experience.

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