| Job Description / Responsibilities: |
The Bilingual Customer Relations Representative is responsible for fielding Customer inquiries and, through effective communications, is accountable for ensuring that all inquiries are handled promptly and correctly, thereby maintaining or improving the Company's relationship with the Customer.
Accountabilities:
? Proactive resolution of issues that threaten Customer Service levels within the guidelines and agreed protocols.
? Resolve both written and electronic based complaints/inquiries in a timely manner, customized to the issue.
? Liaise with store personnel, divisional contact, manufacturers as needed to resolve customer issues and satisfy inquires.
? Thorough knowledge of current issues and topics of public concern.
? Support effort to maintain corporate label quality and standards.
? Daily maintenance and upkeep of customer inquiry database.
? Generating reports daily, weekly, as needed.
? Prioritize and categorize all issues and inquiries.
Role Requirements:
? College diploma or post secondary education.
? Excellent oral and written communication skills.
? Demonstrated passion for Customer satisfaction excellence and prior experience in an interactive customer service environment.
? Prior experience with call centre technology is beneficial.
? Related experience in the food industry would be an asset.
? Flexible and responsive to both the needs of the customer and the organization.
? Proficient in Microsoft Office environment and Internet.
? Display tact and diplomacy in handling all levels of customer interaction.
? Work effectively as a team member, or individually as required, in a highly energized and demanding environment. MUST be Bilingual French and English. |
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