Bilingual Customer Service Representative

1 week ago

Brampton, Canada Canpar Express Inc. Full time

**Posting# **CS090822-001

**CUSTOMER SERVICE JOB DESCRIPTION**

**CLASSIFICATION**:Bilingual Customer Service **(FT)**

**REPORTS TO**:Customer Service Supervisor

**LOCATION**:Head Office - Hybrid

**PRIMARY DUTIES**:Call taking & Live Chat

**HOURS**: **08:00 - 16:00**

**09:00 - 17:00**

**OVERALL POSITION**:
To respond professionally and efficiently to all inbound customer inquiries. A Customer Service Representative must ensure 100% positive customer experience. Assist customers with rates, upselling, service, and shipment inquiries, supplies and preprints as well as the handling of service failures consistent with Canpar performance standards.

**MAJOR ACTIVITIES/RESPONSIBILITIES**:

- Respond in a timely and professional manner to internal and external customer inquiries and escalations.
- Respond to incoming tracking and customer service inquiries from Sales
- Schedule pick up calls including payment transactions.
- Provide rates and transit times.
- Provide shipment updates and initiate trace on anything over transit.
- Provide a Special Agreement Number to authorize for Shipment value protection.
- Ensure all messages are being handled in a timely, efficient manner between call takers and dispatching.
- Manage all customer complaint calls professionally and effectively to increase customer satisfaction.
- Process supply and waybill order requests.
- Timely customer contact on tracking inquiries (within standards)
- Adhere to all applicable call flow processes and Quality Assurance requirements.
- Track and trace duties as assigned and required to follow tracing processes.
- Other duties as assigned

**PERFORMANCE STANDARDS**:

- Must answer a minimum 80 calls interactions per day
- % Time on clerical not to exceed 5%.
- 100% accuracy on account code entries.
- 100% quality assurance standard.

**MINIMUM QUALIFICATIONS**:

- Working knowledge of Canadian geography

**ABOUT CANPAR EXPRESS INC.**

Canpar Express Inc. is Canada’s leading parcel delivery specialist with over 60 terminals located coast-to-coast, providing essential day-to-day shipping services. Canpar is an equal opportunity employer and believes we will gain through the recruitment and development of staff that represent the broad diversity of the Canadian workforce.

**HOW TO APPLY**

Reena Bains **Canpar Customer Service Manager**

**Salary**: $32,867.98-$59,616.54 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Vision care

Schedule:

- 8 hour shift
- Day shift

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Brampton, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

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