Position: Bilingual Customer & Consumer Care Representative
Overview:
This role involves managing transactions for both customers and consumers. The representative will be responsible for implementing account strategies, providing status updates to customers, and delivering product and service information to consumers through various communication channels such as online chat, email, and phone.
Education, Skills, and Competencies Required:
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Secondary School Diploma required
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Bilingual in French and English preferred
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Minimum 2 years of experience in a customer or consumer-focused environment, ideally supporting retailers and online resellers, and offering consumer assistance through call centre channels (phone, chat, email)
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Excellent telephone communication skills, active listening, a problem-solving mindset, and enthusiasm for working with customers and consumers
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Strong computer proficiency, including Windows OS, Word (version 97 or higher), advanced Excel capabilities, internet navigation, and efficient use of multiple software applications simultaneously
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Strong verbal and written communication skills along with solid mathematical abilities
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Keen attention to detail, ability to multitask effectively across numerous touch points, results-driven, with strong analytical and problem-solving strengths
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Capacity to work under pressure while managing extensive phone and computer interactions
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Self-motivated to work independently and foster a positive, professional, and courteous work environment within a diverse culture
Overall Responsibilities:
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Conduct all internal and external business interactions in a professional, courteous, and efficient manner, aligning with or surpassing the company’s consumer and customer service standards
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Accept coaching and apply feedback constructively to meet individual and team performance goals
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Adhere to all health and safety practices, instructions, and regulations
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Perform duties ensuring the well-being and safety of all employees
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Build and nurture strong relationships with both internal and external customers
Customer-Focused Responsibilities:
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Proactively manage customer transactions throughout the order-to-payment cycle
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Receive, verify, and monitor Electronic Data Interchange (EDI) and manual orders through SAP or similar ERP systems
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Manage orders to meet performance targets, minimize service disruptions, and handle demand surges by coordinating with Operations and Shipping teams
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Collaborate with internal and external customers to gather information and apply analytical and Excel skills to improve customer satisfaction
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Support manufacturing and distribution operations within the order fulfillment process
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Assist the Sales Team by supporting the order flow
Consumer-Focused Responsibilities:
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Provide product and service information to consumers via online platforms such as chat, email, and phone, adhering to departmental objectives
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Resolve consumer issues swiftly and provide troubleshooting assistance
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Identify recurring complaints and implement appropriate solutions with consumers
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Adapt quickly and accurately to changes in products and related information
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Serve as an expert frontline contact, troubleshooting consumer issues and capturing all feedback professionally
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Perform daily filing and monthly archiving according to company procedures
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Distribute samples in a timely manner for consumer or marketing purposes
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Graphic skills and color matching knowledge would be considered an asset
