Bilingual Customer Services Representative

27 minutes ago

Edmonton, Alberta, Canada Goodmorning Full time
Description

A customer-obsessed associate, accountable for answering customer queries, resolving customer problems,  and championing service standards by delivering a world-class customer service experience from start to finish.

In this role, you will:

  • Maintain an appropriate level of knowledge of product and services

  • Handle incoming and outgoing customer service calls, emails, texts, live chats and third-party market support

  • Offer value-added solutions and promote customer loyalty by providing exceptional customer support

  • Continue to develop awareness of competitor products and key comparative details

  • Develop appropriate level of knowledge of systems and update customer records and internal documents daily

  • Resolve product or service problems by: clarifying customers' concerns; determining root causes of the concerns; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following-up to ensure resolution

  • Identify issues that need to be escalated to higher levels of support

  • Follow established processes and contribute to development of enhanced processes

  • Develop an understanding of authority levels for customer appeasement 

  • Meet the minimum target for KPIs based on level

  • Other duties as reasonably assigned

Qualifications

  • 1+ year experience working in a call center environment

  • Perfect written English and French

  • A passion for providing exceptional customer service

  • Conflict management skills and the ability to deliver a difficult message that creates the best customer experience possible

  • Sales experience; a proven ability to take customer queries and turn them into closed sales

  • Able to correspond in multiple tones to cater for different audiences in various situations

  • Understanding of customer service best practices, communication, and customer de-escalation to promote business goals

  • Proven aptitude to function within deadlines, while working both independently and as part of a team

  • Strong multi-tasking skills, highly organized 

  • Professional and positive attitude

  • Hours of operation: Monday to Friday 8:00 - 5:00 MST, Saturday and Sunday 8:00 - 4:00 MST

  • Hourly position: 40 hours a week, rotating weekends and holidays

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