Bilingual Contact Centre Representative
Montreal, QC, Canada
Job Description
Reporting directly to the Manager, Support Services and Contact Centre, the incumbent responds to telephone and email inquiries from stores and central office regarding store level marketing and customer programs, marketing related issues, and other customer service-related activities. The incumbent ensures responses are provided in a prompt and effective manner to achieve a high level of customer satisfaction.
What you will do
https://www.facebook.com/tc.transcontinental/
https://twitter.com/TCTranscontinen
https://www.linkedin.com/company/tc-transcontinental
https://www.youtube.com/user/1Transcontinental #P2ON Job Type: Full-time Schedule:
- Respond to calls and emails to provide first level customer service to stores and customers, providing support with orders and tracking.
- Provide technical expertise to customers who need help navigating and using the online ordering portals.
- Resolve issues in a prompt and efficient manner; liaise with internal departments and escalate cases as required.
- Use the internal CRM system to log all cases, provide detailed information on resolution, and update all required data in accordance with departmental Key Performance Indicators (KPI?s).
- Maintain a high level of knowledge and adherence to the Call Centre-Client KPI?s.
- Identify and report on recurring issues to drive prompt solutions.
- Attend team huddles for current updates on issues, concerns and promotions, goals and personal KPI stats.
- Related post-secondary education with a minimum of 2 years of relevant work experience.
- Must be fluent in English and French with the ability to communicate clearly and effectively via various methods (i.e., phone, email, group meetings, etc.).
- Supply Chain Management experience is an asset.
- Able to work a hybrid 5-day work week schedule that includes working a combination of days, evenings, and Saturdays with 3 days from home and 2 days in office. Work overtime as required.
- Skilled at handling difficult customer calls and responding in a positive, polite, and professional manner.
- Have a technical understanding of an Online ordering system, Inventory management system, CRM.
- Strong computer skills, including Microsoft Office programs (intermediate-level Excel is required).
- Ability to navigate through and utilize multiple computer software systems.
- Demonstrated initiative and judgment skills to organize and prioritize tasks, workload and projects in a fast-paced work environment.
- Results-oriented, with exceptional analytical and problem-solving skills.
- Opportunity to be part of a dynamic and highly motivating work environment where you can develop your potential and launch an exciting career.
- Employee perks such as discounts from suppliers on various products and services such as insurance, wireless bundles, travel, and much more.
- Development opportunities where your input makes a difference. Competitive compensation package, pension, and flexible benefits that are customizable to you and your family needs.
https://www.facebook.com/tc.transcontinental/
https://twitter.com/TCTranscontinen
https://www.linkedin.com/company/tc-transcontinental
https://www.youtube.com/user/1Transcontinental #P2ON Job Type: Full-time Schedule:
- Day shift
- Evening shift
- Monday to Friday
- Weekend availability
- Customer service: 1 year (preferred)
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Job Detail
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Job IdJD2169963
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMontreal, QC, Canada
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EducationNot mentioned