French Bilingual Customer Service Specialist

We are looking for a Bilingual Customer Service Specialist to join our Customer Service team located at our Corporate offices in Markham, Ontario. This position will report into our Customer Service & Order Desk Supervisor.

Responsibilities:

• Provide extraordinary service to customers and consumers as the front-line service representative for all inbound enquiries about products, services, backorders, and procedures
• Apply a full-cycle customer service approach by clarifying concerns, identifying the source of the challenge, providing the best solution, and following up to ensure resolution
• Share & suggest relevant product knowledge as needed to create exceptional customer experience
• Maintain accurate customer and consumer records in database with costumer focus in mind through precise data entry of orders, credits, and replacements
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Interact with internal departments on a daily basis to ensure all orders have been received & entered and to confirm product information is current & up-to-date
• Investigate any delay in orders while updating customers and consumers with the order status
• Receive and analyze incoming documents to identify & pull pertinent information including order numbers, pricing, product names, delivery & pick-up information
• Receive purchase orders from different accounts and create orders in AS400 system with daily use of Excel
• Other duties as assigned

• An exceptional track record in customer service
• Required: Bilingual (French/English)
• Minimum 2-3 years of experience in a fast-paced contact centre environment
• College diploma or high school diploma with equivalent work experience
• Ability to deescalate conflicts and smoothly transition escalated calls to supervisor level
• An affinity for detail in all duties & responsibilities
• High level of comfort in Excel and databases
• Is a team player and comfortable working in a dynamic team environment and independently as needed
• Previous experience working in AS400 a strong asset