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Bilingual Customer Service Representative
1 month ago
Customer Experience Specialist - Bilingual
At Superior Propane, we are seeking a highly skilled and bilingual Customer Experience Specialist to join our team. As a key member of our Customer Experience team, you will be responsible for providing exceptional customer service to our clients, ensuring their needs are met and exceeded.
Key Responsibilities:
- Build positive relationships with customers, team members, and management.
- Apply developed procedures and processes to effectively answer customer inquiries, resolve issues, and manage customer expectations.
- Ensure resolution of customer questions, issues, or concerns in a timely manner.
- 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 Information guidelines.
- Educate customers on our products and services, and provide solutions to meet their needs.
- Escalate customer questions, concerns, or issues as needed and facilitate the customer's transition to a new internal contact to ensure resolution of their issue and ensure customer service standards are achieved and exceeded.
- Dispatch delivery calls after hours.
- Ensure that any emergency or escalation has been resolved and delegated properly and that the appropriate emergency protocol has been followed.
- Document all customer phone calls to ensure that quality customer service is being provided.
- Ensure that situations that are outside standard guidelines are escalated to the Customer Experience Manager, the 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.
About Superior Propane:
Superior Propane is Canada's leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.
Equal Opportunity Employer:
Superior Propane is an equal opportunity employer committed 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.
