Bilingual Customer Service Representative
5 days ago
We are seeking a highly skilled and bilingual customer service representative to join our team at Superior Propane. As a key member of our customer experience team, you will be responsible for providing exceptional service to our customers, resolving their inquiries and issues in a timely and professional manner.
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, issues, or concerns.
- Provide accurate and reliable delivery information to customers.
- Review customer account information during each call to ensure accurate and current data.
- Update system information as required and obtain any missing information as needed.
- Validate customer account information to ensure corporate compliance with privacy guidelines.
- Escalate customer questions, concerns, or issues as needed and facilitate the customer's transition to a new internal contact.
- Dispatch delivery calls after hours.
- Ensure that any emergency or escalation has been resolved and delegated properly.
- Document all customer phone calls to ensure quality customer service.
- Escalate situations that are outside standard guidelines to the Customer Experience Manager or Delivery Manager.
- 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.
- Ability to multi-task, using several computer systems at once.
- Computer literacy, specifically Microsoft Office Outlook and Excel.
- Previous experience with ADDS or similar billing/ticketing system would be an asset.
- Flexible shift availability.
Superior Propane is Canada's leading and reliable propane provider. We have been trusted by our customers to fuel their homes and businesses since 1951. Our four key values are Customer Focus, Performance, Safety, and Winning with People, which guide everything we do.
We are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment and selection process, please let us know how we can enhance your experience.
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