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Bilingual Customer Service Agent

2 weeks ago

Mississauga, Canada Festo Inc. Full time

**Bilingual Customer Service Agent**:
**CIC Commercial Agent**

Mississauga, Ontario

**Reports to**: Supervisor - Customer Interaction Center (CIC)

**Summary**: The Customer Service Agent oversees important and strategic accounts in the Contact Center. This includes answering all inquiries about products and services, accurately processing orders and quotations and resolving complaints and returns in a timely fashion.

**Location**: Mississauga Head Office

**Responsibilities**:

- Responsible for answering a high volume of inbound and outbound calls
- Maintains professional interactions when communicating with customers
- Manages the ordering process by coordinating and communicating expected delivery times and handling shipment-related inquiries
- Acts as the first point of contact for escalated customer complaints related to lost shipments, backorders and investigations
- Offers product solutions in response to individual customer needs
- Supports existing and potential customers as well as Festo sales staff and Festo sales partners
- Provides Festo website and catalogue navigation for products and services
- Partners with internal departments to investigate and resolve customer issues
- Audits customer orders for completeness and accuracy related to Festo processes
- Completes all necessary follow-up and administrative tasks required
- Participates in special projects and other duties, as required

**Minimum Requirements**:

- Post-secondary education in a technical-related field is strongly preferred
- A minimum one or two (1-2) years of customer service experience in an office or call-centre environment
- Bilingualism in French and English is required
- Excellent interpersonal skills - must have the ability to communicate with diplomacy and interact with customers in a professional and positive manner
- Highly attentive to detail and fact-finding as to ensure accuracy of reporting
- Extremely well organized and resourceful with the ability to prioritize urgent tasks
- Ability to interpret customers issues to produce quick, effective results
- Resolves customer queries with a sense of urgency using a collaborative and customer-focused approach
- Intermediate skill level in Microsoft Word, Excel, and Outlook
- Ability to work independently with mínimal supervision
- Possesses a positive, team player attitude
- Hands-on experience with SAP is considered an asset
- Required to work varying shifts including evenings and statutory holidays when requested Hours may be modified to reflect the changing demands of the business

This is a summary of the position profile only, and is intended to summarize the position requirements.

**FESTO INC. IS COMMITTED TO ENSURING EQUAL EMPLOYMENT OPPORTUNITY. ALL EMPLOYMENT DECISIONS, POLICIES AND PRACTICES ARE IN ACCORDANCE WITH APPLICABLE FEDERAL AND PROVINCIAL EMPLOYMENT LAWS.**

**You can expect the following with us**:

- The good feeling working for a family-owned company with a safe and solid financial basis
- Freedom to explore, innovate and realise your own ideas
- Competitive compensation with attractive perks and other benefits
- Respect and appreciation for each other - regardless of gender, nationality, disability, age and identity
- Lifelong learning with great conditions for individual further development
- Flexible working models depending on the respective workplace for a good balance of work and private life
- Highly modern working environment, infrastructure and communication technologies
- Great family and health services for your well-being

**Reference code**: 10145
- Company: Festo Inc.
- Location: Mississauga, ON, CA, L4W 5G4