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Bilingual Customer Service Representative

1 month ago


Vancouver, British Columbia, Canada EightSix Network Full time

Job Title: Bilingual Customer Service Associate

Job Summary:

We are seeking a highly skilled Bilingual Customer Service Associate to join our team at EightSix Network. As a key member of our customer support team, you will be responsible for providing exceptional customer service to our end-users, communicating effectively in both English and the original language.

Responsibilities:

  • Communicate with end-user customers via voice and email to provide information about products and services, ensuring proper English usage.
  • Maintain accurate records of customer interactions, including inquiries, complaints, and comments, as well as actions taken.
  • Resolve customer disputes and billing complaints in a timely and professional manner.
  • Verify changes made to resolve customer issues and ensure customer satisfaction.
  • Respond to customer inquiries and notify them of claim investigation results and planned adjustments.
  • Utilize assertiveness and negotiation skills when handling customer cancellation requests.
  • Escalate unresolved customer complaints to designated departments for further investigation.
  • Evaluate unclear processes affecting customers and ensure customer satisfaction.
  • Correctly apply credits and refunds related to customer disputes or billing complaints.
  • Solicit sales of new or additional services or products by interpreting customer needs and communicating solutions.
  • Recommend product, sales, shipping, or billing process improvements to customers.
  • Other tasks as amended by the customer through the Change Request process.

Requirements:

  • Work Permit