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Bilingual Technical Customer Service Representative

1 month ago

Moncton, Canada Canon Canada Full time
Bilingual (English-French) Technical Customer Service Representative - Remote

  • Are you passionate about creating exceptional customer experiences to ensure that our customers continue to choose our products and services?
  • Do you enjoy troubleshooting complex technical issues with a focus on achieving one-call resolution?
  • Can you effectively upsell products and services and guide customers to make the right purchasing decisions? 
If so, this could be the role for you As a member of the Canon team, you will assist our customers with a range of consumer products, such as fax machines, scanners, printers, and photo equipment. You will use your problem-solving skills to identify each consumer’s inquiry and guide them to an appropriate solution, ensuring that every case is resolved satisfactorily. 
ROTATING SHIFTS - Must be available:Monday - Friday, 9:00AM - 5:00PMMonday - Friday, 10:00AM - 6:00PM

Key Responsibilities:
  • Deliver exceptional customer service via telephone, email, and chat to Canon clients with respect and a helpful and professional tone of voice.
  • Assist customers with clear direction and communicate with appropriate troubleshooting steps; focusing on customer satisfaction and solutions.
  • Finding opportunities on every customer interaction (Phone, Email, Chat) to add value for the customer and Canon by offering updates to their products, or providing detailed information on a pre-sale inquiry. 
  • Frequently use of our CRM database to navigate and look up customer information, alongside documenting detailed customer information regarding customer interactions.
  • The focus is to meet monthly KPIs, Operational Metrics, and employee reliability to ensure the end result is to create a great customer experience. 
  • Working in a fast-paced environment, collaborating with colleagues and the leadership team while maintaining professionalism and excellent work ethic

To Succeed, You Will Need:
  • French and English proficiency.
  • High school diploma.
  • Minimum 1-year experience in a contact center or customer service environment.
  • Proven customer relations skills professionally and courteously in a multi-channel environment.
  • Familiarity with computers to learn systems/processes promptly.
  • Ability to organize time, set priorities, and multi-task in order to meet KPIs.
  • Exemplary written and oral communication skills.