Bilingual Customer Service Representative

2 weeks ago

Mississauga, Ontario, Canada ESAB Group Canada Inc Full time

About the Role:

The Bilingual Customer Service Representative will be responsible for responding to customer inquiries and resolving customer concerns with minimal supervision. This position requires strong communication and problem-solving skills in French and English, with the ability to handle large or major accounts.

Key Responsibilities:

  • Respond to customer inquiries and resolve customer concerns
  • Handle large or major accounts
  • Develop and maintain effective working relationships with customers
  • Provide general product knowledge and features of ESAB products
  • Order Entry, RMA's, Credits, Quotes

Requirements:

  • Three years+ customer service or related experience
  • Ability and skill to up sell
  • Ability to work both independently and as part of a team
  • Ability to work well under pressure along with excellent oral and written communication skills
  • Accepts additional responsibility willingly
  • Capable of handling large or major accounts
  • Computer literate with skills in MS Office programs, expert with 10 Key
  • Consistently exceeds expectations in all performance areas including scorecard initiatives
  • Demonstrates professionalism and presents a positive image of the company
  • Demonstrates responsiveness and sense of urgency when dealing with customers
  • Excellent verbal and written communication
  • Flexible to schedule changes when necessary
  • High school diploma or GED required
  • SAP experience strongly desired
  • Makes good decisions, works independently and with minimal supervision when required
  • Shows initiative (Problem Resolution)
  • Strong listening and interpersonal skills, with the ability to develop and maintain effective working relationships
  • Strong organizational skills with the ability to handle multiple tasks and able to analyze problematic situations for our customers
  • Uses resources and support systems to investigate, analyze and resolve outstanding issues to achieve customer satisfaction
  • Develops customer relationships by phone, written correspondence, fax or email
  • Accepts ownership of individual results including maintaining process and call center quality standards
  • Responds to internal/external inquires regarding order entry, order status, returns, product and warranties
  • Acts as liaison between the customer and ESAB
  • Ability to resolve outstanding matters
  • Demonstrates responsiveness and a sense of urgency when dealing with customers with the demonstrated ability to resolve outstanding issues
  • Ensure all processes in department comply with ISO standards or policies while promoting a quality mind set for all employees
  • Provides general product knowledge/features and benefits of ESAB products.
  • Order Entry, RMA's, Credits, Quotes
  • Other duties as assigned.

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