Bilingual Customer Service Specialist

  • Company: SSC W&J USA
  • Country / Region : United States
  • Business group: Watches & Jewelry
  • Contract type: Permanent Job
  • Function: Communication & Media
  • Experience required: Minimum 2 years
  • Reference No.: SSCWJ00085
  • Date of publication: 2020.10.04

Position

POSITION SUMMARY:

 

The Bilingual Customer Service Specialist acts as primary contact for brand Account Executive, retail, wholesale, eCommerce and customer questions/ concerns. 

 

MAIN RESPONSIBILITIES:

  • Handles inbound and outbound calls, emails, chats and conflict-resolution from multi-channeled contacts in an unscripted call center environment
    • Responds to customer inquiries and concerns. Troubleshoots issues and determines best path for resolution utilizing quality metrics established by management to provide a consistent customer service experience
    • Effectively communicates accurate information to the customer and conducts the appropriate customer follow up whenever required
    • Initiates resolution forms and tracks call types

 

  • Achieves personal and team performance objectives and standards
  • Other activities as assigned

KNOWLEDGE, SKILLS & ABILITIES

  • French/English fluency required
  • Excellent Customer Service skillset required
  • Must be comfortable with technology including, but not limited to; SAP, Magento, Salesforce and Pro-Concept.
  • Excellent written/verbal and follow-up/time management skills
  • Working knowledge of and skill in using MS Office - Word, Excel - required. Relevant SAP and Salesforce experience preferred.
  • Ability to quickly learn a new database computer program quickly required
  • Ability to adeptly multitask and prioritize as necessary with strong attention to detail
  • Must be open to coaching and constructive feedback to improve their own performance and to enhance the overall performance of the team

 

EDUCATION AND EXPERIENCE

  • Minimum of 3 years prior customer service experience in a high volume, unscripted call center environment required

 

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Watches & Jewelry

The most recently established of the Group's activities, the Watches & Jewelry sector brings together leading Houses with complementary positions.

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