Bilingual Customer Support Specialist

4 weeks ago

Mississauga, Ontario, Canada Smith+Nephew Full time

Bilingual Customer Support Specialist

Empowering Lives. At Smith+Nephew, we innovate and produce solutions that enhance everyday experiences.

The primary objective of this role is to provide exceptional bilingual customer support and sales assistance to both internal and external clients. Ensure the precise processing of customer orders while prioritizing and organizing requests efficiently.

Key Responsibilities:

  • Address external customer inquiries regarding orders, returns, and questions promptly and accurately.
  • Document and manage Canadian complaints in accordance with company policy and regulatory standards.
  • Perform various operational administrative duties as required.
  • Assist internal stakeholders with updates on order status, back orders, and general inquiries effectively.
  • Process all telephone and fax sales orders immediately, ensuring timely delivery and same-day dispatch.
  • Resolve disputes and manage credit returns within a specified timeframe to facilitate prompt payment.
  • Report service-related issues to the Customer Excellence Manager to implement corrective actions and minimize adverse effects.
  • Strive to achieve company performance indicators for call handling, order accuracy, customer returns, and complaint resolution.
  • Contribute to a positive team culture that emphasizes the core values of Care, Collaboration, and Courage.
  • Represent Smith+Nephew positively with both internal and external stakeholders.

Qualifications:

  • Education: High School diploma or equivalent experience.
  • Experience:
    • A minimum of 2 years in a customer service role.
    • Bilingual proficiency in English and French (both written and spoken).
    • Proven experience in customer service or after-sales support.
    • Strong business communication skills in both English and French.
    • Excellent communication and interpersonal skills.
    • Able to multitask, meet deadlines, and adapt to changing priorities.
    • Familiarity with Windows, SAP, and other relevant software applications.

Physical Requirements: Ability to work in an office environment, operate a computer for extended periods, and lift or transport boxes as necessary.

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