Bilingual - Client Support Representative - AMER

Intertek; Mississauga; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading quality assurance company is seeking a bilingual Client Support Representative in Mississauga. This role involves excellent customer service, responding to queries in both English and French, and assisting customers with e-commerce processes. Ideal candidates will have proven customer service skills and a positive, customer-focused attitude. This role offers a competitive salary and benefits including medical, dental, and a retirement savings plan.

Benefits

Medical benefits

Dental benefits

Vision benefits

RRSP with company match

Generous vacation / sick time

Tuition reimbursement

Qualifications

• Proficient in customer service in a fast-paced environment.
• Ability to multitask and use initiative.
• Strong organizational skills and attention to detail.

Responsibilities

• Provide excellent customer service experience in a timely manner.
• Respond to customer queries and manage workloads.
• Provide knowledgeable support to assist customers.
• Support customers through e-commerce processes.
• Build product expertise to aid customer solutions.

Skills

Proven customer service skills

Fluency in English

Proficiency in French

Knowledge of MS Office

IT Systems knowledge

Working experience of CRM

E-Commerce client support

Job description

Overview

Description

Proficiency in French is required.

Client Support Representative - AMER

Intertek is searching for a bilingual (English / French) Client Support Representative to join our Inform team delivering innovative Standards solutions and insights. This is a fantastic opportunity to grow a versatile career at Inform!

The Client Support Representative - AMER is responsible for:

The position will be dealing primarily with client queries across a variety of products, services and channels within multiple territories ensuring a high standard of customer care and support is provided. Adhering to set process and procedures to ensure consistent excellent customer service. Meeting objectives to contribute towards the business goals.

Responsibilities

• Customer Service: Provide excellent customer service experience by responding to customer queries in a timely, accurate manner according to SLA specifications; manage allocated workloads whilst maintaining an understanding of the Team priorities
• Preference for French language skills (Business / Professional Level)
• Take ownership of enquiries through to a satisfactory conclusion
• Keep customers fully updated on the progress of their enquiry
• Liaise effectively with colleagues and business teams to resolve cases timely
• Provide knowledgeable support to assist customers in sourcing the correct document required within the guidelines provided
• Direct clients to the correct channel for their Standards procurement requirement
• Provide end-user training to support onboarding of new and existing clients

• E-Commerce: Support customers to enable self-serve via the websites with purchasing where appropriate
• Respond to general e-commerce enquiries
• Assist customers through the search facility, registration and order process
• Troubleshoot any issues with a view to completing their order online
• Provide responsive aftercare; copy invoices, delivery enquiries, etc.

• Existing Business: Provide support for existing customers to benefit from product functionality and to reinforce that Intertek Inform is a complete multi-channel solution for their knowledge requirement
• Build product expertise to advise and direct the customer to the best solution for their needs, recognizing when an alternative solution may be beneficial
• Provide assistance for end-users of products/services; liaising with other departments where necessary
• Deliver product training
• Provide quotations for the sale of single publications to support overall product offering
• Share relevant customer information with Account Managers

• Other: Undertake administrative tasks to support customer retention
• Any other reasonable duties as required by the business

What it takes to be successful in this role

• Proven customer service skills
• Fluency in English required; proficiency in French is preferred
• Knowledge of MS Office
• IT Systems knowledge
• Working experience of CRM, ideally Salesforce
• E-Commerce client support

• To be successful the role requires:
• A positive customer focused attitude
• Ability to think on your feet, multitask and use initiative
• Methodical, logical approach to problem solving
• Excellent written and oral communication skills
• Strong organizational skills and attention to detail
• Well-developed listening skills
• Confidence to deal with customers and colleagues in different departments

Salary & Benefits Information

When working with Intertek you can expect salary and benefit package competitively placed within the local market including medical, dental, vision, life, disability, Registered Retirement Savings Plan (RRSP) with company match, generous vacation / sick time (PTO), tuition reimbursement and more. Intertek employees are eligible for a variety of benefits including paid holidays.

Intertek’s Commitment

Intertek is a world leader in the Quality Assurance market with a proven high-quality business model and a global network of customer-focused operations and highly engaged subject matter experts. With passion, pace and precision we work to exceed our customers expectations while engaging with our employees to be 10X in their performance and professional growth.

Our Culture of Total Quality Assurance

Intertek promotes a culture where motivated, customer-oriented employees can flourish, experience professional fulfillment and reach their highest potential. At Intertek we exercise our spirit of innovation, the passion of our people and our unmatched customer commitment to realize our purpose of making the world an ever better, safer and more sustainable place for all.

A career with Intertek offers rewarding opportunities to help companies around the world develop products that are used safely by millions of people. Intertek is a trusted advisor to many of the world’s leading brands, companies and governments and has earned a reputation for accuracy, reliability, integrity and technical competence. Working at Intertek means joining a global network of state-of-the-art facilities and passionate people who deliver superior customer service with a purpose of bringing quality, safety and sustainability to life.

We Value Diversity

Intertek’s network of phenomenal people are our greatest assets and the diversity they bring fuels our success. Intertek is an Equal Employment Opportunity Employer that values inclusion and diversity. We take affirmative action to ensure all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.

For individuals with disabilities who would like to request accommodation or who need assistance applying, please email

Please apply online at Intertek Canada Careers ()

Required Experience: Unclear Seniority

Key Skills: Data Entry, Deputy, Drafting, Hibernate, ActiveX

Employment Type: Full-Time

Experience: years

Vacancy: 1