Canada - Customer Service Representative - English

5 days ago

Quebec City, Canada Monat Global Canada Full time

The Service Partner is on the front line of the customer experience and performs a critical role in the retention and training of every Market Partner and Customer by solving problems, answering questions, and acting as an information source for all.

Responsabilities:

- Handle requests from Top VIP customers, open cases as needed and follow up on resolution with customer.
- Handle a complete range of inquiries with an exceptional quality of interaction, clarifying root cause of problems, researching answers, providing solutions, and exploring alternatives.
- Provide product, program, compensation plan, and business information, as necessary.
- Assist with order processing, enrollments, refunds and setting up new customers; issue RMAs if needed.
- Provide basic technical support for the back-office systems; escalate advanced issues to the IT Support staff.
- Identify, report, and follow-up on website issues to ensure corrective action is taken.
- Escalate unresolved problems when necessary.
- Document all information according to Standard Operating Procedures.
- Represent the MONAT brand, maintaining a professional, competent, and positive demeanor at all times.

Qualifications:

- High School Diploma or equivalent
- Minimum 2 years of Contact Center Customer Care experience or 4 years of Customer Service
- Bilingual (English and French)
- Availability to work Monday to Friday 8am - 5pm and once a month every other Saturday.
- Knowledge of Microsoft Office Programs (e.g., Outlook, Word, etc.)
- Ability to work from home in a fast pace environment, ensuring access to a quite workspace and high-speed internet
- **Customer Service** - Excellent telephone personality and style; exceptional understanding of customer service principles and practices.
- **Proficient in Written and Verbal Communication Skills**:

- Both in Spanish and English. Conveys written information clearly and effectively through both formal and informal documents. Conveys information orally, in such a way that the recipient(s) comprehends the message
- **Listening**:

- Listens for clear comprehension and understanding of the customer’s needs.
- **Problem solving** - Generates effective solutions to problems, considering unique aspects of situations, negotiating compromises, suggesting alternative solutions, and balancing business needs with customer´s needs.
- **Organization and Administration** - Uses system and tools to complete each transaction with maximum efficiency, detail and in compliance with high quality standards and standard operating procedures
- **Team Player** - Demonstrated ability to work with others in a virtual collaborative environment.
- Ability to work on weekends

Pay: $20.00-$24.00 per hour

**Benefits**:

- Paid time off

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

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