Bilingual Customer Support Associate

Job Summary:

The Bilingual Customer Support Associate is responsible for providing superior customer service on a national level to both internal and external KCI customers in a professional manner.

• Answers incoming calls and gathers information to fulfill customer orders and requests
• Inputs data received in written and electronic formats to fulfill customer orders
• Supports a rental, sales and owned business model by entering various order types
• Provides internal customers with required information related to customer support activities
• Researches the availability of owned product to internal and external customers
• Completes all necessary follow-up and administrative tasks required
• Monitors Customer Service Inquiries (CSI) mailbox and responds to offline requests when not actively on a call
• Audits orders for accuracy for all four (4) sales channels with their specific requirements
• Maintains professional interactions with incoming calls from customers in regards to product orders
• Thoroughly investigates all customer complaints (e.g. backdating, missing shipments) and responds before escalating to management
• Supports offline, shared service team with process guidance for order entry
• Provides online ordering/EDI assistance to customers
• Provides basic technical support for product issues and aims to understand and resolve customer concerns within the average talk time
• Participates in special projects as required.

Minimum Requirements/Abilities:

• Some post secondary education in Administration, Business or related field
• Minimum of one (1) year experience in an office environment
• Bilingualism – English/Canadian French
• Excellent interpersonal skills. Must have the ability to communicate with diplomacy and interact with customers in a professional and positive manner
• Superior verbal and written communication ability
• Work well under pressure and through ambiguity with problem solving mindset
• Highly attentive to detail and fact-finding as to ensure accuracy of reporting
• Extremely well organized and resourceful with the ability to multi-task and prioritize
• Intermediate skill level in Microsoft Word, Excel, and Outlook
• Ability to work independently with minimal supervision
• Willingness to work varying shifts including evening, weekends and statutory holidays
• Strong display of sensitivity and discretion when handling confidential information
• Ability to interpret customers issues to produce quick, effective results
• Possesses a positive, team player attitude

Preferred Qualifications:

• Knowledge of Canadian geography and time zones

• Working knowledge of Oracle

Additional benefits to this rewarding position:

• Full Benefits Coverage
  
• 6% RRSP/DPSP Matching Program
• Professional Development Opportunities
• Thorough Training and Support
• Excellent Company Culture

Acelity Canada is an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted.

Interested candidates are encouraged to include the job title in the subject line.