Bilingual Customer Concierge

John Brooks; Laval; On-site; CAD 55,000 - 65,000; Full time

Job summary

A Canadian fluid handling company is seeking a bilingual customer service representative in Laval, Quebec. The role involves providing exceptional customer experience, resolving inquiries, and maintaining communication with customers. Candidates should have a college diploma, be fluent in English and French, and have strong communication skills. The position offers competitive remuneration and a benefits package.

Benefits

Generous benefits package including medical, dental, and vision

Paid personal day program

Company Group RRSP with employer matching

Annual health & wellness subsidy

Qualifications

• 1 to 3 years of related experience in customer service is required.
• Knowledge of mechanics is considered an asset.
• B2B customer experience is a plus.

Responsibilities

• Provide timely responses to customer inquiries.
• Maintain accurate records of customer communications.
• Proactively communicate with customers about orders.

Skills

Bilingual in English and French

Strong communication skills

Excellent organizational skills

Advanced computer skills

Ability to multitask

Education

College Diploma in a related field

Tools

Microsoft Office Suite

Job description

Overview

Base pay range: CA$55,000.00 / yr - CA$65,000.00 / yr

This range is provided by John Brooks. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

We create solutions for the people who keep our world flowing.

THE ROLE

Under the supervision of the Customer Care Supervisor, this role continually strives to provide exceptional customer experience. The position is responsible for ensuring all customer inquiries and issues are resolved within the specified timeframe, thus maintaining high customer satisfaction. Our ideal candidate demonstrates initiative, rigor and a passion for great customer experience.

Responsibilities

• Provide timely, professional responses to customer inquiries and issues, ensuring high satisfaction levels
• Proactively communicate with customers about promised ship dates and any changes to their orders
• Facilitate the return process, ensuring customers have a seamless experience with credit notes and order issues
• Maintain accurate and up-to-date records of all customer communications in the CRM system
• Provide regular updates to customers regarding the status of their orders and shipments
• Identify and refer complex technical inquiries to the appropriate internal personnel for resolution
• Collaborate with internal teams to expedite critical orders or those for target accounts
• Keep customers informed about their inquiries, order statuses, shipments, and any potential issues
• Exhibit courtesy, patience, and a positive attitude in all customer interactions, enhancing the overall customer experience
• Recognize when issues need to be escalated to the Customer Experience Manager and seek assistance as needed
• Collect and provide feedback from customers to internal teams to identify areas for improvement
• Engage in ongoing self-development and training opportunities to enhance customer service skills and product knowledge
• Work closely with the sales and distribution teams to ensure customer needs are met efficiently

Requirements

Essential:

• Bilingual in English and French, with strong communication skills in both languages
• College Diploma in a related field, AND / OR a minimum of 1 to 3 years of related experience in customer service
• Advanced computer skills; proficient with Microsoft Office Suite (Excel, Word etc.)
• Excellent written and verbal communication skills in both English and French
• Ability to multitask and deal with a variety of demands
• Excellent organizational and time management skills

Desirable:

• Knowledge of mechanics is considered as asset
• B2B customer experience

Work Environment

Fast-paced environment in a dynamic competitive industry

Daily customer and inter-departmental / branch communication via telephone calls, faxes, emails, and virtual meetings

Exposure to deadlines, multiple demands and priorities, multi-tasking, and interruptions

Benefits

John Brooks Company is Canadian founded and owned. It has grown to over 200 employees across the country. Since 1938, we have fostered an entrepreneurial environment where creative thought and initiative are encouraged.

What’s in it for you?

• Competitive remuneration including base salary + incentive
• Competitive vacation
• Paid personal day program
• Generous benefits package including medical, dental, paramedical, and vision
• Company Group RRSP with employer matching
• Annual health & wellness subsidy

EEO statement: We are committed to providing equal opportunities for persons with disabilities. Accommodations are available at all stages of the recruitment process, at the candidate's request.