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