Bilingual Customer Service Representative

Tenure - Full Time, Permanent

Title - Bilingual Customer Service Rep.

Location - Bradford, ON

Workplace Type - Onsite

Hours - 9 am -5 pm

Pay Rate - $25/hr.

Key Responsibilities

• Handle incoming requests from wholesale customers concerning future and refill orders via web portal, phone, or email, and address inquiries from end consumers regarding their e-commerce purchases.
• Perform fundamental duties including customer verifications, processing orders/returns, and addressing various applications, processes, forms, and requests for information.
• Resolve inquiries from customers/end consumers regarding their orders, with a focus on satisfying product requests even when items are no longer available, by suggesting alternative products in inventory.
• Process orders, which may involve providing order invoices or managing returns for credit.
• Generate and prepare records/reports in the computer system related to product sales/availability, aiding in communication with customers and end consumers.
• Promptly and accurately direct or inform the appropriate personnel about any complaints regarding specific products or services provided, as well as questions regarding customer accounts.
• Report communication trends both external and internal to supervisory personnel.
• Collaborate with individuals responsible for customer sales, such as Sales Agents, Web Product Coordinators/Marketers, and wholesale/end consumers order generation, inventory management, order fulfillment, transportation, and follow-up on customer order progress and delays.
• Transfer incoming calls after addressing complex inquiries and verifying the accuracy of information to the appropriate staff. Screen/forward calls and messages to the relevant individuals and maintain accurate records of calls/messages.

Requirements:

• High school diploma or post-secondary diploma from an accredited institution.
• Fluency in French (Quebecois French preferred).
• Previous experience in customer service or call center roles.
• Basic proficiency in Microsoft Office and computer skills.

QUALIFICATIONS:

• Strong verbal and written communication skills in both French and English.
• Organizational skills and the ability to prioritize tasks effectively.
• Problem-solving abilities and a customer service-oriented mindset.
• Excellent interpersonal skills, including active listening, validation of concerns, taking responsibility for actions, and follow-through.
• Capability to work collaboratively and respectfully in a team environment within an office setting.
• Capacity to cultivate and sustain positive working relationships with all organization members.