BILINGUAL COMPLAINT RESOLUTION SPECIALIST – HYBRID
Hybrid Role / Excellent Vacation & Benefits Package / Work Abroad Policy / Company Events
This person will be responsible for end-to-end handling of escalated customer complaints that remain unresolved after the initial call. The role works very closely with cross-functional internal departments to ensure that all complaints are being handled and resolved in a timely manner and captured on both the CMS and CRM systems for tracking and analysis.
DUTIES:
- Receive and manage customer complaints via various communication channels (phone, email)
- Ensure the highest level of customer service and facilitate all actions including researching escalations (listen to calls, review notes on internal CRM systems) and following up to resolve complaints in a timely manner
- Liaise with relevant departments or individuals to gather additional information and determine the cause of the complaint
- Provide appropriate solutions or resolutions to the customer and ensure that they are informed of the outcome of the investigation
- Document all information related to the complaint in a comprehensive and accurate manner
- Monitor and analyze complaint trends and provide feedback as necessary to the customer experience leadership team
REQUIREMENTS:
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Post-secondary preferred
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Excellent French / English communication skills
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1-2 years of complaint handling or conflict resolution experience
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Empathetic and patient person
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Excellent analytical and problem-solving skills
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Team player who also works well independently and meets deadlines
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Competency in MS Office; capacity to learn new technologies/systems