Bilingual Customer Service

Position:
Bilingual Customer Service Representative

Location:
Markham Office - Hybrid - 3 Days in Office / 2 Remote

Job Type:
1-year with possibility for extension based on performance and business needs

What are the top 3-5 skills, experience or education required for this position:

• College diploma/University degree or related post-secondary education

• Ability to communicate professionally and effectively, verbally and in writing in both English and French

• Knowledge and experience with SAP - ECC, Order to Cash or comparable order management systems/technical savviness and comfort navigating through multiple systems

• Experience working in a team-oriented, high team engagement and collaborative environment is a must

• Contact centre experience with high call and email volumes

The
Customer Service Representative
will be responsible for providing high quality, professional day to day service to customers and Sales Representatives. The ideal candidate will manage requests/queries and provide support with an emphasis on building and nurturing customer relationships. This position fulfills customer orders, provides support for new accounts, assists the Sales Team with requests, as well as ensures adherence to customer service standards.

Responsibilities:

• Professionally handle incoming phone/email requests from customers/Sales Representatives to ensure that requests are resolved promptly and thoroughly

• Maintain a positive, empathetic, and professional attitude towards customers and Sales Representatives at all times

• Account/Order Management - specialized, dedicated service, includes account verification along with accurately processing customer requests, orders, tracking, issue management and first call resolution wherever possible

• Maintain various e-mail boxes ensuring orders and requests are actioned promptly

• Provide support for new customers and customers using our online ordering portal

• Complete follow-up calls, emails and/or updates to customers, sales representatives

• Receive, document, and resolve customer/sales/patient interactions, complaints and triage to appropriate department if further support or guidance is required

• Be responsible for monitoring daily sales orders/transactions to ensure completion

• Proactively identify opportunities for process improvement and presents them to leadership team

• Successfully develop, collaborate, and maintain cross functional relationships with other teams to ensure task completion

• Adhere to customer service standards, call quality, policies, and procedures

• Execute other tasks as required

Desired Minimum Requirements:

• Fluent in English and French, verbal and written (mandatory requirement)

• College diploma/University degree or related post-secondary education

• Experience in the pharmaceutical or medical aesthetics industry is a strong asset

• Knowledge and experience with SAP - ECC, Order to Cash or comparable order management systems

• Contact centre experience with high call and email volumes

• Great pride in ensuring positive overall customer/patient experience

• Technical savviness and comfort navigating through multiple systems

• Experience working in a team-oriented, high team engagement and collaborative environment is a must

• Experience with various browsers (Google, Outlook, etc.)

• Strong service orientation and experience in customer service or professional services environment

Essential Skills and Abilities:

• Ability to communicate professionally and effectively, verbally and in writing

• Experience working in a team-oriented, collaborative environment

• Attention to detail/order accuracy

• Problem solving, critical thinking and logical reasoning

• Sense of ownership and ability to deal with issues with a sense of urgency

• Emotional intelligence, good judgment, composure under pressure

• Excellent organizational skills and ability to prioritize

• Takes personal responsibility for delivering on commitments and promises and closing off issues

• Seeks feedback to improve and is open minded about being coached or mentored

Please send your resume in Word format to Sarah Villarroel at

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