Bilingual Customer Services Representative

Goodmorning com; Edmonton; On-site; CAD 32,000 - 34,000; Full time

Job summary

Goodmorning com in Edmonton, AB is hiring a customer-obsessed associate to answer inquiries, resolve problems, and deliver world-class service from start to finish. You will handle calls, emails, texts, live chats, and third-party support, while promoting loyalty and solutions.

The role requires 1+ year call center experience, fluent English and French, and a strong customer-service mindset. Expect a 40-hour weekly schedule with rotating weekends and holidays, in an on-site Edmonton environment.

Qualifications

• 1+ year experience in a call center environment.
• Perfect written English and French.
• A passion for providing exceptional customer service.
• Conflict management skills and the ability to deliver a difficult message that creates the best customer experience possible.
• Sales experience; a proven ability to take customer queries and turn them into closed sales.
• Able to correspond in multiple tones to cater for different audiences in various situations.
• Understanding of customer service best practices, communication, and customer de-escalation to promote business goals.
• Proven aptitude to function within deadlines, while working both independently and as part of a team.
• Strong multi-tasking skills, highly organized.
• Professional and positive attitude.

Responsibilities

• Maintain an appropriate level of knowledge of product and services.
• Handle incoming and outgoing customer service calls, emails, texts, live chats and third-party market support.
• Offer value-added solutions and promote customer loyalty by providing exceptional customer support.
• Continue to develop awareness of competitor products and key comparative details.
• Develop appropriate level of knowledge of systems and update customer records and internal documents daily.
• Resolve product or service problems by clarifying concerns, determining root causes, selecting and explaining the best solution, expediting correction, and following up to ensure resolution.
• Identify issues that need to be escalated to higher levels of support.
• Follow established processes and contribute to development of enhanced processes.
• Develop an understanding of authority levels for customer appeasement.
• Meet the minimum target for KPIs based on level.
• Other duties as reasonably assigned.

Skills

Call center experience

English & French

Customer service

Conflict resolution

Sales experience

Multi-tasking

Organization

Teamwork

Professional attitude

Job description

Edmonton, AB, CA

5 days ago Requisition ID: 1085

Salary Range: $23.00 To $25.00 Hourly

Description

A customer-obsessed associate, accountable for answering customer queries, resolving customer problems, and championing service standards by delivering a world-class customer service experience from start to finish.

In this role, you will:

• Maintain an appropriate level of knowledge of product and services
• Handle incoming and outgoing customer service calls, emails, texts, live chats and third-party market support
• Offer value-added solutions and promote customer loyalty by providing exceptional customer support
• Continue to develop awareness of competitor products and key comparative details
• Develop appropriate level of knowledge of systems and update customer records and internal documents daily
• Resolve product or service problems by: clarifying customers’ concerns; determining root causes of the concerns; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following-up to ensure resolution
• Identify issues that need to be escalated to higher levels of support
• Follow established processes and contribute to development of enhanced processes
• Develop an understanding of authority levels for customer appeasement
• Meet the minimum target for KPIs based on level
• Other duties as reasonably assigned

Qualifications

• 1+ year experience working in a call center environment
• Perfect written English and French
• A passion for providing exceptional customer service
• Conflict management skills and the ability to deliver a difficult message that creates the best customer experience possible
• Sales experience; a proven ability to take customer queries and turn them into closed sales
• Able to correspond in multiple tones to cater for different audiences in various situations
• Understanding of customer service best practices, communication, and customer de-escalation to promote business goals
• Proven aptitude to function within deadlines, while working both independently and as part of a team
• Strong multi-tasking skills, highly organized
• Professional and positive attitude
• Hours of operation: Monday to Friday 8:00 - 5:00 MST, Saturday and Sunday 8:00 - 4:00 MST
• Hourly position: 40 hours a week, rotating weekends and holidays