Bilingual Customer Service Representative, English/French Canadian

Role Overview

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support. Provide prompt, courteous, and accurate responses to meet their needs.
• Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction. Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively.
• Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Tailor responses to meet the unique needs and preferences of each customer.
• Maintain a thorough understanding of the company's products, services, features, pricing, and promotions. Continuously update knowledge through training sessions, documentation review, and communication with internal teams.
• Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information. Follow established procedures for order entry, verification, and fulfillment to ensure accuracy and efficiency.
• Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases. Generate reports or summaries as required to track performance metrics, trends, and customer feedback.
• Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation. Communicate effectively with team members to coordinate efforts and provide seamless support to customers.
• Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience. Provide feedback and suggestions for optimizing workflows, tools, or training programs.

Requirements

• Bilingual verbal proficiency in both French Canadian and English.
• Remote location requires a minimum of 100-megabyte internet speed.
• High School Diploma
• Basic customer service and phone handling experience.
• Strong verbal communication skills, with the ability to convey information clearly, concisely, and professionally.
• Active listening skills and the ability to empathize with customers while remaining calm and composed under pressure.
• Excellent problem-solving abilities and a willingness to take ownership of customer issues until a resolution is achieved.
• Familiarity with basic computer applications and proficiency in typing and data entry.
• Adaptability to work in a demanding environment with shifting priorities and a diverse customer base.
• Commitment to maintaining confidentiality, integrity, and professionalism in handling customer interactions and sensitive information.
• Ability to work a set schedule with the flexibility to work extra hours or a modified work schedule to meet business needs.