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Bilingual Customer Service Representative

2 weeks ago

Toronto, Ontario, Canada Brainhunter Systems Ltd Full time

Brainhunter is currently seeking " Bilingual Social Media & Executive Escalations Representative" to work for our valued Client. This is a one-year contract opportunity with potential to extend.

Our prestigious retail client is looking for a Bilingual Social Media Representative for Customer Support moderation through the company's corporate social accounts. They are looking for someone who is passionate about making a difference with their customers through their Social Media platforms (Twitter, Facebook, Instagram). A successful candidate will come with excellent written communication skills, have an empathetic nature, strong time management skills and be disciplined to work from home and in office.

Job Summary

Responsible for maintaining our brand image/voice across Enterprise and Bank on social media platforms as well as over phone and email. Provide exemplary customer service and work with our internal stakeholders to ensure customer issues are resolved promptly. Ensure daily KPI's are met - quality standards and service levels.

Key Accountabilities

  • Respond to customer inquiries or complaints on multiple social media platforms, with a first response resolution approach
  • Regularly stay informed of industry issues and relevant industry, market and competitor news in order to respond quickly and accurately on social platforms
  • Report daily on volumes and trends within the social platforms
  • Responsible for handling all high-level customer escalations over phone and web, that could originate from the call center, executive offices etc.
  • Maintain clear communication and positive relationships with both internal and external stakeholders
  • Adhere to service level KPIs
  • Complete required in-office days
  • Rotating 7 day/week schedule

Education, Training, Experience

  • Bilingual; working or native proficiency in French and English (verbal & written)
  • Excellent organizational and communication skills
  • Ability to work well under pressure and meet deadlines
  • Analytical skills to identify gaps and deficiencies and develop solutions
  • Experience in customer service, excel and reporting
  • Post-secondary education in related fields, such as communications, journalism, Public Relations, English & French language studies

How to Apply: Please email your resume to Reema Kaur at reema.kaur@brainhunter.com

We thank all applicants for their interest, however only those candidates selected for Interviews will be contacted.