Bilingual Customer Service Representative (French/English)

WS Audiology; Ottawa; Hybrid; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Service Representative to enhance the customer experience for clients utilizing hearing devices. In this permanent full-time role, you will manage inquiries through various channels, ensuring exceptional service while maintaining accurate records. This hybrid position allows for flexibility, with some travel required. Join a company that values inclusivity and offers a supportive environment with attractive benefits including health coverage, generous vacation policies, and professional development opportunities. If you're passionate about making a positive impact and delivering outstanding customer service, this role is perfect for you.

Benefits

Employer-paid health, dental and vision benefits

Generous vacation and personal day policies

RRSP program with employer-matching

Education assistance program

Ongoing mentorship/professional development opportunities

Qualifications

• 2+ years in high-volume B2B customer service handling multiple channels.
• Commitment to accuracy and maintaining detailed customer records.

Responsibilities

• Handle multi-channel customer inquiries professionally and timely.
• Maintain electronic customer records and process orders accurately.

Skills

Bilingual in French/English

Customer Service

Communication Skills

Technical Proficiency

Judgment in Decision-Making

Education

Secondary School or Equivalency

Post-Secondary Education

Tools

Salesforce

Microsoft Outlook

Microsoft Teams

Microsoft Excel

RingCentral

Magento/Adobe Commerce

Job description

About the role:

The Customer Service Representative (CSR) is essential to maintaining a world-class customer experience for WS Audiology Canada customers. As a CSR, you will act as a primary point of contact for customers (clinics carrying our hearing devices and products) submitting inquiries and concerns via phone, chat, email, and fax. This role is critical in providing support to our customers as you action requests efficiently, professionally, and positively about our products and services while maintaining accurate records to drive a seamless customer experience.

This is a permanent full-time position. Ideal candidates will be based within the Greater Toronto Area or the Greater Ottawa Area. This is a hybrid working model based on location. For candidates based outside of the GTA, some travel to Burlington can be expected.

What you'll be responsible for:

• Providing exceptional customer service: Handle high-volume multi-channel (email, phone, chat, fax) customer inquiries in a timely manner. Respond to customer concerns professionally and proactively. Provide information about WSA products and services. Determine customer requirements and escalate questions and concerns as needed. Perform troubleshooting and resolve product issues and concerns.
• Maintain customer records and files: Maintain electronic customer records based on interactions. Perform order entry based on WSA’s SOPs (standard operating procedures) to ensure accuracy. Process credits.
• Stay abreast of WSA product and services and the hearing care industry: Develop and maintain a knowledge base of the evolving products and services offered. Stay abreast of industry changes and competitive intelligence to best service our customers.
• Additional responsibilities: Support business needs by performing other duties as assigned. Provide support on special products and other members of the department.

What you'll bring:

• Secondary school or equivalency, post-secondary education or relevant certificates or courses would be an asset.
• Fully bilingual in French/English (oral and written) is required for communication with French-speaking customers nationally, including in the province of Quebec.
• 2+ years of direct experience in a high-volume B2B (business to business) customer service capacity handling multiple inbound channels.
• Direct experience working in the health, health technology or products, or electronic product space is strongly preferred. Hearing health or assisted device experience would be a definite asset.
• Effective oral and written communication.
• Technical proficiency and comfortability adopting and leveraging new software and tools. Experience with RingCentral (or other virtual calling/faxing platforms), Microsoft Outlook, Microsoft Teams, Microsoft Excel, Salesforce (or other CRM platforms), Magento/Adobe Commerce (or other ecommerce software) is required.
• Commitment to accuracy and maintaining detailed and concise records with direct experience maintaining customer contact records in a CRM platform, ideally Salesforce.
• Team player attitude.
• Commitment to delivering an exceptional customer experience to differentiate WSA and our products within the hearing care market.
• Ability to use sound judgement in decision-making while interacting with customers to ensure the best customer experience.

What we offer:

• An attractive base salary + annual bonus entitlement
• Employer-paid health, dental and vision benefits upon day one of hire
• Generous vacation and personal day policies
• RRSP program with employer-matching starting in your first week
• Education assistance program and ongoing mentorship/professional development opportunities
• A culture that promotes inclusivity and a shared passion in making a positive impact in our community

Sounds wonderful? We can't wait to hear from you.

WS Audiology is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.